Description
Position Summary:
Your focus is on providing an exceptional customer experience while handling technical queries and providing solutions for our cloud-based healthcare solutions. We are looking for someone who can prioritize daily tasks to resolve customer problems, independently or with others, in a timely manner using various communication channels. To do well in this role you need to be able to remain calm while trouble-shooting simple to moderately complex system issues with customers. As well, a strong understanding of administrative tasks and workflows for long term care and medical facilities is key to your success.
Position Summary:
Your focus is on providing an exceptional customer experience while handling technical queries and providing solutions for our cloud-based healthcare solutions. We are looking for someone who can prioritize daily tasks to resolve customer problems, independently or with others, in a timely manner using various communication channels. To do well in this role you need to be able to remain calm while trouble-shooting simple to moderately complex system issues with customers. As well, a strong understanding of administrative tasks and workflows for long term care and medical facilities is key to your success.
Responsibilities:
Provide world class customer support demonstrating focus and empathy to clients who have problems administering, configuring, and using the applicationDevelop an in-depth understanding of our cloud-based software to support processes and patient care in long term care facilitiesFacilitate the resolution of simple to moderately complex technical issues by way of log analysis, research, or problem recreationWork cross-functionally within the team, to deliver quality, satisfaction, and resolutions to customersEffectively use and search the knowledge base, occasionally contributing new or updated contentMeet or exceed established service delivery guidelines and key performance indicatorsThoroughly document problems via phone, email, chat, and web portal to accurately record the issue, investigative steps, and resolution using our help desk ticketing systemBe available to work between 8:00AM- 8:00PM EST on weekdays with occasional scheduled overtime for weekends, holidays, and on-call as necessary when determined by business need.
What does it take:
Understand the business processes and practices within a long-term care or medical facilityStrong, demonstratable problem-solving skillsExcellent communication skills, written and oralEnergized and motivated by a fast paced, dynamic, high demand working environmentDemonstrated ability to multi-task, prioritize, and manage customer expectationsA quick learner with acumen for software and technologyA patient and active listener who is detail-orientedHigh level of customer focus and empathyFamiliarity with PointClickCare software is an asset
Required Experience:
Post secondary education required.Experience supporting and trouble-shooting web-based software applications.Preference for those with experience using diagnostic tools to help resolve customer issues.
Nice-to-haves:
Prior experience using PointClickCare is an asset (modules such as Orders, eMAR, HL7 messages.)Prior experience using Sales Force/Service Cloud.
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