Customer Support Specialist, Home Health

PointClickCare

PointClickCare is the leading cloud-based software provider for the senior care market in North America. Driven by a passion for innovation and technology, we build innovative healthcare technology for seniors and their caregivers that improve their quality of life and well-being on a daily basis. Recently named one of Deloitte’s fastest growing technology companies and Canada’s best managed companies, PointClickCare provides vast opportunities and a great culture for our employees. We believe work is much more meaningful when you’re doing it with a higher purpose. For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.

Position Summary:

You as a Customer Support Specialist will be responsible for delivering and managing customer support to a defined set of our Home Health Clients. We are looking for someone who understands how a system like PointClickCare is used, and in turn, is able to troubleshoot complex system issues. All cases assigned to you will be handled in a professional manner focusing on providing a world class customer experience. This role provides functional support for users NOT PC/Technical support.

Key Responsibilities:

• You will develop an in-depth understanding of the financial modules used to support processes and patient care in the patient’s home.
• Provide immediate support by telephone and e-mail to customers with business process queries or difficulties using the application in their day-to-day work.
• Track and manage resolution of more complex issues, escalating or seeking assistance as needed within the support team or other departmental teams.
• Work effectively and professionally with other departments to resolve application defect issues and escalate enhancement requests.
• Document user issues using an online problem management system, NetSuite.
• Coordinate and execute internal and/or external meetings to resolve issues.
• Be available to work between the hours of 8 am to 7 pm weekdays, occasional weekends, and on-call as necessary.

Required Experience:

• University degree or college diploma, preferably in accounting or related area
• Excellent interpersonal, customer support, and problem-solving skills.
• Demonstrated ability to multi-task, prioritize, and manage customer expectations in an extremely fast paced and high demand environment.
• Strong communication, relationship management and documentation skills.
• Experience providing web-based application software support.
• Having an understanding and knowledge of the business and processes within Home Health or a long-term care/medical facility that utilized electronic health systems would be an asset.
• High degree of computer literacy and excellent typing skills.

#LI-AV1

It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process