Senior Solutions Analyst – Care Services

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

📋 Description

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

• Oversee incoming support inquiries by prioritizing them based on urgency and, if necessary, redirecting them to other departments.

• Assume responsibility for and follow up on unresolved cases.

• Cultivate strong relationships with clients by ensuring timely follow-ups.

• Update and maintain knowledge articles for publication on the support portal, enabling customers to access frequently asked questions.

• Keep detailed records of daily communications, transactions, issues, and actions taken in the CRM system.

• Assist in achieving the department’s goals, objectives, and deliverables.

• Work shifts from 8 am to 8 pm as needed.

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

• Report directly to the Senior Manager of Customer Support.

⛳️ Requirements

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

• Capability to interact with clients in a professional and confident manner throughout all engagements.

• Ability to manage multiple tasks simultaneously while organizing, prioritizing, and coordinating assignments effectively.

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

• Solid understanding of API and service technologies and their functions.

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

• Ability to build and maintain 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 an asset.

• Specialized knowledge in Care Delivery for Senior Living Facilities.

• Availability to work shifts from 8 am to 8 pm as required.

🏝️ 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 bonuses.

• Full-time benefits.

• Overtime eligibility.