Solutions Analyst – Financial, West Coast

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

📋 Description

• Deliver exceptional customer support by demonstrating empathy and focus to clients experiencing issues with administering, configuring, and utilizing the application.

• Acquire a comprehensive understanding of our cloud-based software to assist with processes and patient care in long-term care facilities.

• Aid in resolving straightforward to moderately complex technical challenges through log analysis, research, or problem recreation.

• Collaborate cross-functionally within the team to provide quality, satisfaction, and solutions to customers.

• Effectively utilize and search the knowledge base while occasionally contributing new or updated content.

• Meet or surpass established service delivery standards and key performance indicators.

• Carefully document issues via phone, email, chat, and web portal to accurately record the problem, investigative actions, and resolution using our help desk ticketing system.

• Be available to work rotating shifts from 8am to 8pm EST on weekdays, with occasional scheduled overtime during weekends, holidays, and on-call as needed based on business requirements.

⛳️ Requirements

• Comprehend the business processes and practices within a long-term care or medical facility.

• Possess strong, demonstrable problem-solving capabilities.

• Exhibit excellent communication skills, both written and verbal.

• Be energized and motivated by a fast-paced, dynamic, and high-demand working environment.

• Show proven ability to multitask, prioritize, and manage customer expectations.

• Be a quick learner with a knack for software and technology.

• Display patience and active listening skills while being detail-oriented.

• Maintain a high level of customer focus and empathy.

• Familiarity with PointClickCare software is a plus.

🏝️ Benefits

• Benefits starting 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 … and more!