[Remote] Solutions Analyst (EHR Support)
Note: The job is a remote job and is open to candidates in USA. PointClickCare is a leading health tech company dedicated to helping providers deliver exceptional care. They are seeking a Solutions Analyst to provide end-user support, manage incoming support cases, and maintain knowledge articles to enhance customer experience.
Responsibilities
- Provide timely and world class customer support to users via multiple channels
- Manage incoming support cases by prioritizing based on severity and or re-route to other departments as required
- Take ownership and follow up on open cases which are unresolved
- Build strong client relationships by following up with customers in a timely manner
- Maintain knowledge articles for publishing on the support portal for customers to find frequently asked questions
- Maintain records of daily communications, transactions, problems, and remedial actions taken in the CRM system
- Support the department’s goals, objectives, and deliverables
- Work shifts between 8am and 8pm as required
Skills
- Exposure to AI tools and a desire to leverage them to enhance your work content and user experience
- Ability to handle clients professionally and with a high level of confidence during all interactions
- Ability to work on concurrent tasks while effectively organizing, prioritizing, and coordinating work assignments for self and other team members
- Must excel in a fast-paced environment where critical thinking and time management skills are required for success
- Sound understanding of API and service technologies and functions
- Take initiatives and help establish a positive team environment built on mutual trust and respect
- Participate in the development and improvement of operational tools and processes
- Demonstrate personal leadership attributes by incorporating commitments to ongoing development and continuous learning
- Innovative thinker who is positive, proactive, takes accountability and readily embraces change
- Must be able to work autonomously or as part of a remote team to support and contribute towards the overall organizational goals
- Ability to establish and maintain effective working relationships with internal and external stakeholders
- Degree, or Post-Secondary Education -Information Technology, or related technical field preferred
- Experience in a technical support position an asset
Benefits
- Benefits starting from Day 1!
- Retirement Plan Matching
- Flexible Paid Time Off
- Wellness Support Programs and Resources
- Parental & Caregiver Leaves
- Fertility & Adoption Support
- Continuous Development Support Program
- Employee Assistance Program
- Allyship and Inclusion Communities
- Employee Recognition … and more!
Company Overview