Remote | Entry-level
PointClickCare

Customer Support Specialist, Clinical

  • Remote
  • Customer Operations

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’re building solutions that have a true impact on people’s lives. 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. PointClickCare is a dynamic environment to advance your career while performing meaningful work with great people.

Position Summary:

You will be responsible for delivering and managing customer support for clinical modules. We’re looking for someone who understands the work they do and how a system like PointClickCare is used in their practice and can coordinate troubleshooting of complex system issues. All cases assigned to you will be handled in a professional manner focusing on supreme customer experience being the ultimate goal. NOTE: This role provides business user functional support NOT PC/Technical support.

Position Location:

This position is open to Remote – USA/Canada, and Head Office, Mississauga, ON candidates.

Key Responsibilities:

  • Develop an in-depth understanding of the Clinical modules used to support processes and patient care in long term care facilities.
  • As a member of the Customer Support Department, your main area of responsibility will be to resolve customer issues over the phone or through other electronic interactions
  • Work effectively and professionally with other departments to resolve issues
  • Document user problems through the use of an online problem management system, NetSuite
  • Be available to work between the hours of 8 am to 7 pm weekdays, occasional weekends, and on-call as necessary.
  • Coordinate and execute internal, external, and or internal/external meetings to resolve problems.

Required Experience:

  • Post-secondary education preferably a nursing diploma, and/or designation
  • 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.
  • High degree of computer literacy and excellent typing skills.
  • Experience providing web-based application software support
  • Prior experience using PointClickCare is an asset

Working at PointClickCare goes beyond the resume, because the work we perform makes a true difference in people’s lives. We build innovative healthcare technology for seniors and their caregivers that improve their quality of life and well-being on a daily basis. We believe work is so much more meaningful when you’re doing it with a higher purpose.