Healthcare Support Specialist
1 month ago
Position Overview
Your focus will be on delivering exceptional customer experiences while resolving technical queries and providing solutions for cloud-based healthcare applications.
We are seeking a detail-oriented individual who can prioritize daily tasks to resolve customer problems in a timely manner using various communication channels.
To excel in this role, you will need to remain calm while troubleshooting simple to moderately complex system issues with customers.
A strong understanding of administrative tasks and workflows for long-term care and medical facilities is essential to your success.
Key Responsibilities:
- 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 11:30AM to 8:00PM EST on weekdays with occasional scheduled overtime for weekends, holidays, and on-call as necessary when determined by business need.
Requirements:
- 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 is required.
- Experience supporting and troubleshooting web-based software applications is required.
- Preference for those with experience using diagnostic tools to help resolve customer issues.
Preferred Qualifications:
- Prior experience using PointClickCare is an asset (modules such as Orders, eMAR, HL7 messages).
- Prior experience using Sales Force/Service Cloud.
$27 - $31 an hour
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