Not Authorized
You are currently not authorized to access this section.
Please contact your Administrator to change your authorization settings.
Please contact your Administrator to change your authorization settings.
(US) Solutions Analyst - Clinical - 1 year Contract
Catonsville, MD
Job Description
Position Summary:
Our Support team provides end-user support to our diverse base of professionals. Our team works as the first point of contact for a wide range of technology related issues. If you are looking for an opportunity to expand your technical skills and are passionate about delivering exceptional customer service - then, we certainly have the right opportunity for you! PointClickCare is currently looking for a motivated individual to join our team as the support analyst on the Clinical team. The successful candidate will be responsible for the following:
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.
Core Competencies:
- Ability to handle clients professionally and with a high level of confidence during all interactions
- The person in this role must be able to engaged the customer both over the phone as well as through written communication, and use their analytical skills to both understand and resolve customers' needs.
- 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.
Required Experience:
- Degree, or Post-Secondary Education -Information Technology, or related technical field preferred
- Experience in a technical support position an asset.
$26 - $30 an hour
At PointClickCare, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $26 - $30/hr. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all US locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.
#LI-AJ1 #LI-Remote
Audacious Inquiry is an Affirmative Action/Equal Opportunity Employer.
Audacious Inquiry is deeply committed to the principles of equity, diversity, and inclusiveness. We seek to create a pluralistic community for all team members and we are proud to be an Affirmative Action/Equal Opportunity employer. We encourage all people to apply.
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
Open
Email this Job to Yourself or a Friend