PointClickCare Hiring for Customer Support Specialist at Mississauga, ON Full Time

PointClickCare is the leading North American cloud-based healthcare software for the acute and long-term and post-acute care markets. For over 20 years, the company has held the same vision – to help the world care for vulnerable populations. Since its inception, PointClickCare has grown exponentially with over 1,700 employees today all working towards impacting the lives of millions. Recognized by Forbes as one of the Top 100 Private Cloud Companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Culture, PointClickCare leads the way in creating cloud-based software. With its recent acquisition of Collective Medical, PointClickCare solidifies its position as a high growth healthcare software provider, serving over 21,000 long-term and post-acute care providers and over 1,300 hospitals. Their shared mission to support vulnerable populations is allowing PointClickCare and Collective Medical to connect disparate points of care at scale faster than anyone else in the market.

For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.

This is a REMOTE role and we are open to looking at candidates across US and Canada

Position Summary:
You will be responsible for delivering and managing customer support for clinical modules. We’re looking for someone who understands the work they do and how a system like PointClickCare is used in their practice and can coordinate troubleshooting of complex system issues. All cases assigned to you will be handled in a professional manner focusing on supreme customer experience being the ultimate goal. NOTE: This role provides business user functional support NOT PC/Technical support.

Key Responsibilities:

• Develop an in-depth understanding of the Clinical modules used to support processes and patient care in long term care facilities.
• As a member of the Customer Support Department, your main area of responsibility will be to resolve customer issues over the phone or through other electronic interactions
• Work effectively and professionally with other departments to resolve issues
• Document user problems through the use of an online problem management system, NetSuite
• Be available to work between the hours of 8am to 7pm weekdays, occasional weekends, and on-call as necessary.
• Coordinate and execute internal, external, and or internal/external meetings to resolve problems.

Required Experience:

• Post-secondary education preferably a nursing diploma, and/or designation
• Excellent interpersonal, customer support, and problem-solving skills
• Demonstrated ability to multi-task, prioritize, and manage customer expectations in an extremely fast paced and high demand environment.
• Strong communication, relationship management and documentation skills.
• High degree of computer literacy and excellent typing skills.
• Experience providing web-based application software support
• Prior experience using PointClickCare is an asset

#Remote #LI-Remote

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 [email protected] should you require any accommodations.

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