Customer Support Specialist - QuickMAR

Job Description

For more than 20 years, PointClickCare has been the backbone of senior care. We’ve amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform. With Collective Medical & Audacious Inquiry, we’ve become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient’s journey. For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn . *This role is remote for someone living in the US or Canada* Position Summary: You will be responsible for delivering and managing customer support for QuickMAR MAR and EHR modules. We're looking for someone who understands the work done in Assisted Living facilities, along with their interactions with pharmacies and how a system like QuickMAR is used in their practice. You will coordinate troubleshooting of complex system issues to resolution. All cases assigned to you will be handled in a professional manner focusing on supreme customer experience being the ultimate goal. Key Responsibilities: • Develop an in-depth understanding of the QuickMAR product used to support processes and patient care in assisted living facilities • As a member of the Customer Support Department, your main area of responsibility will be to resolve both AL facility customer and pharmacy customer issues over the phone or through other electronic interactions • Work effectively and professionally with other departments to resolve issues • Be a subject matter expert in several product modules and/or functional areas • Consult with Customer Support Specialist on tickets in your area of expertise • Document user problems through the use of an online problem management system, Zendesk and Salesforce and create Jira tickets for documented issues that need further review. • Provide complete documentation on tickets escalated to the development team for defects (bugs), data integrity issues and feature enhancement requests • Resolve escalated support tickets in a timely and responsive manner • Authoring & editing of Knowledge Base help documentation • Be available to work between the hours of 7am to 7pm weekdays, occasional weekends, and on-call as necessary • Coordinate and execute internal, external, and or internal/external meetings to resolve problems • Provide direct phone coverage Required Experience: • Post-secondary education preferably a pharmacy technician certification or nursing diploma, and/or designation • Excellent interpersonal, customer support, conflict resolution 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 client-based, web-based, and mobile application software support • Strong working knowledge of processes and daily activities for either AL facilities or pharmacies that service them • Prior experience using QuickMAR or PointClickCare in either an assisted living facility or pharmacy is an asset #LI-SG1 #LI-Remote 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 upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations. When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy . We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: [email protected] PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information. Apply for this job