For more than 20 years, PointClickCare has been the backbone ofsenior care. We’ve amassed the richest senior care dataset making ourmarket density untouchable and our connections to the healthcare ecosystemexponentially more powerful than those of any other platform.With Collective Medical & Audacious Inquiry, we’ve become the mostexpansive, full-continuum care collaboration network, offering care teamsimmediate, point-of-care access to deep, real-time insights at every stageof a patient’s journey.For more information on PointClickCare, please connect with us onGlassdoor and LinkedIn.Position SummaryOur Support team provides end-user support to our diverse baseof professionals. Our team works as the first point of contact for a widerange of technology related issues. If you are looking for an opportunityto expand your technical skills and are passionate about deliveringexceptional customer service – then, we certainly have the rightopportunity for you! PointClickCare is currently looking for a motivatedindividual to join our team as the support analyst on the Clinical team.The successful candidate will be responsible for the following:ResponsibilitiesProvide timely and world class customer support to users via multiplechannelsManage incoming support cases by prioritizing based on severity and orre-route to other departments as requiredTake ownership and follow up on open cases which are unresolved Build strong client relationships by following up with customers in atimely mannerMaintain knowledge articles for publishing on the support portal forcustomers to find frequently asked questionsMaintain records of daily communications, transactions, problems, andremedial actions taken in the CRM systemSupport the department’s goals, objectives, and deliverables Work shifts between 8am and 8pm as requiredCore CompetenciesAbility to handle clients professionally and with a high level ofconfidence during all interactionsAbility to work on concurrent tasks while effectively organizing,prioritizing, and coordinating work assignments for self and other teammembersMust excel in a fast-paced environment where critical thinking and timemanagement skills are required for successSound understanding of API and service technologies and functions Take initiatives and help establish a positive team environment builton mutual trust and respect Participate in the development and improvement of operational tools andprocessesDemonstrate personal leadership attributes by incorporating commitmentsto ongoing development and continuous learning Innovative thinker who is positive, proactive, takes accountability andreadily embraces change Must be able to work autonomously or as part of a remote team tosupport and contribute towards the overall organizational goals Ability to establish and maintain effective working relationships withinternal and external stakeholdersQualifications And ExperienceDegree, or Post-Secondary Education -Information Technology, or relatedtechnical field preferred Experience in a technical support position an assetIt is the policy of PointClickCare to ensure equal employmentopportunity without discrimination or harassment on the basis of race,religion, national origin, status, age, sex, sexual orientation, genderidentity or expression, marital or domestic/civil partnership status,disability, veteran status, genetic information, or any other basisprotected by law. PointClickCare welcomes and encourages applications frompeople with disabilities. Accommodations are available upon request forcandidates taking part in all aspects of the selection process. Pleasecontact recruitment@pointclickcare.com should you require anyaccommodations.When you apply for a position, your information is processed and storedwith Lever, in accordance with Lever’s Privacy Policy. We use thisinformation to evaluate your candidacy for the posted position. We alsostore this information, and may use it in relation to future positions towhich you apply, or which we believe may be relevant to you given yourbackground. When we have no ongoing legitimate business need to processyour information, we will either delete or anonymize it. If you have anyquestions about how PointClickCare uses or processes your information, orif you would like to ask to access, correct, or delete your information,please contact PointClickCare’s human resources team:recruitment@pointclickcare.comPointClickCare is committed to Information Security. By applying to thisposition, if hired, you commit to following our information securitypolicies and procedures and making every effort to secure confidentialand/or sensitive information. Show more Show lessTagged as: remote, remote job, virtual, Virtual Job,virtual position, Work at Home, work from home