Senior Solutions Analyst – Care Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver exceptional and timely customer support to users through various communication channels.

• Handle incoming support requests by prioritizing them based on urgency and redirecting them to appropriate departments when necessary.

• Take responsibility for unresolved cases and ensure they are followed up on until resolution.

• Foster strong client relationships by providing prompt follow-ups with customers.

• Update and maintain knowledge articles for the customer support portal.

• Keep CRM records updated with daily communications, transactions, issues, and corrective measures.

• Contribute to the department’s objectives, goals, and deliverables.

• Work shifts as needed between 8 am and 8 pm.

• Report directly to the Sr Manager of Customer Support.

• Engage in the development and enhancement of operational tools and processes.

⛳️ Requirements

• Familiarity with AI tools and a keen interest in utilizing them to improve work content and user experience.

• Ability to interact with clients in a professional and confident manner during all engagements.

• Capability to manage multiple tasks concurrently while organizing, prioritizing, and coordinating assignments effectively.

• Strong critical thinking and time management skills in a dynamic environment.

• Solid understanding of APIs and related service technologies and functions.

• Ability to work independently or collaboratively as part of a remote team.

• Skill in establishing and maintaining effective relationships with both internal and external stakeholders.

• A degree or post-secondary education in Information Technology or a related technical field is preferred.

• Experience in a technical support role is advantageous.

• Knowledge in care delivery for senior living facilities is beneficial.

• Availability to work shifts between 8 am and 8 pm as needed.

• Must reside in the US to be eligible.

🏝️ Benefits

• Benefits commence from Day 1.

• Retirement Plan Matching.

• Flexible Paid Time Off.

• Wellness Support Programs and Resources.

• Parental & Caregiver Leaves.

• Fertility & Adoption Support.

• Continuous Development Support Program.

• Employee Assistance Program.

• Allyship and Inclusion Communities.

• Employee Recognition.

• Performance-based bonus.

• Full-time benefits.

• Overtime eligible.