(Canada) Solutions Analyst - Pharmacy

PointClickCare is a leading North American healthcare technology platform enabling meaningful care collaboration and real‐time patient insights. For over 20 years, the company has been focused on realizing its vision: to help create a world in which providers and plans can confidently deliver frictionless care. Since its inception, PointClickCare has grown exponentially, with over 2,200 employees working to impact millions across North America. Recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Cultures, PointClickCare leads the way in creating cloud-based healthcare software.

At PointClickCare, we offer a wealth of opportunities and a vibrant culture that empowers our employees. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you’ll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare across North America. We believe that work becomes profoundly fulfilling when driven by a higher purpose.

Join us and be part of a team that is making a real impact.

To learn more about us, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

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.

• Provide world class customer support demonstrating focus and empathy to clients who have problems administering, configuring, and using the application
• Develop an in-depth understanding of our cloud-based software to support processes and patient care in long term care facilities
• Facilitate the resolution of simple to moderately complex technical issues by way of log analysis, research, or problem recreation
• Work cross-functionally within the team, to deliver quality, satisfaction, and resolutions to customers
• Effectively use and search the knowledge base, occasionally contributing new or updated content
• Meet or exceed established service delivery guidelines and key performance indicators
• Thoroughly document problems via phone, email, chat, and web portal to accurately record the issue, investigative steps, and resolution using our help desk ticketing system
• Be available to work between 11AM to 7PM EST on weekdays with occasional scheduled overtime for weekends, holidays, and on-call as necessary when determined by business need.

• Understand the business processes and practices within a long-term care or medical facility
• Strong, demonstratable problem-solving skills
• Excellent communication skills, written and oral
• Energized and motivated by a fast paced, dynamic, high demand working environment
• Demonstrated ability to multi-task, prioritize, and manage customer expectations
• A quick learner with acumen for software and technology
• A patient and active listener who is detail-oriented
• High level of customer focus and empathy
• Familiarity with PointClickCare software is an asset

• 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.

• Prior experience using PointClickCare is an asset (modules such as Orders, eMAR, HL7 messages.)
• Prior experience using Sales Force/Service Cloud.

It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact recruitment@pointclickcare.com should you require any accommodations.

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