Solutions Analyst – Pharmacy

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

📋 Description

• Deliver exceptional customer support to clients managing, configuring, and utilizing the application.

• Acquire a comprehensive understanding of cloud-based software that underpins processes and patient care in long-term care facilities.

• Troubleshoot simple to moderately complex technical issues through log analysis, research, and problem recreation.

• Collaborate across functions to ensure quality, satisfaction, and effective customer resolutions.

• Utilize and search the knowledge base while occasionally contributing to or updating its content.

• Achieve or surpass service delivery standards and key performance indicators.

• Record problems, investigative steps, and resolutions through various communication channels in the help desk ticketing system.

• Provide weekday coverage from 8am ET to 9pm ET, with potential for scheduled overtime, weekend, holiday, and on-call duties as needed.

• Engage in enhancing operational tools and processes.

• Support and contribute to the achievement of organizational goals independently or as part of a remote team.

• Build and sustain effective relationships with both internal and external stakeholders.

• Report directly to the Manager of Customer Support.

⛳️ Requirements

• Post-secondary education is mandatory.

• Experience in providing support and troubleshooting for web-based software applications.

• Background in a technical support role is advantageous.

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

• Familiarity with AI tools and a desire to utilize them to improve work content and user experience.

• Strong understanding of API and service technologies and their functionalities.

• Proficiency in managing client interactions with professionalism and confidence.

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

• Strong critical thinking and time management abilities.

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

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

• Previous experience with IMM, pharmacy integrations, or HL7 workflows is beneficial.

• Experience with PointClickCare EHR, particularly regarding Orders, eMAR, and pharmacy workflows, is a plus.

• Knowledge of pharmacy operations and medication management workflows in skilled nursing and long-term care settings is advantageous.

• Familiarity with diagnostic tools is preferred.

• Prior experience with PointClickCare, including Orders, eMAR, or HL7 messages, is beneficial.

• Prior experience with Salesforce/Service Cloud is a plus.

🏝️ Benefits

• Comprehensive full-time benefits.

• Eligibility for overtime pay.

• Shift work requirements eligibility.

• In-office events such as onboarding, team gatherings, and semi-annual and annual meetings.

• Flexibility in work arrangements.

• Opportunities for professional growth.

• Access to training and development programs.

• Accommodations available upon request.

• Commitment to equal employment opportunities and disability accommodations.