Customer Support Representative - Clinical (6 Months Contract)

PointClickCare is the leading North American cloud-based healthcare software for the acute and long-term and post-acute care markets. For over 20 years, the company has held the same vision – to help the world care for vulnerable populations. Since its inception, PointClickCare has grown exponentially with over 1,700 employees today all working towards impacting the lives of millions. Recognized by Forbes as one of the Top 100 Private Cloud Companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Culture, PointClickCare leads the way in creating cloud-based software. With its recent acquisition of Collective Medical, PointClickCare solidifies its position as a high growth healthcare software provider, serving over 21,000 long-term and post-acute care providers and over 1,300 hospitals. Their shared mission to support vulnerable populations is allowing PointClickCare and Collective Medical to connect disparate points of care at scale faster than anyone else in the market.
For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.
This is a REMOTE position and we are open to looking at Applicants across US and Canada
Meet The Role
As a Customer Support Representative (CSR) on the Clinical team, you will play a critical role in delivering and managing customer support to our customers. Do you love problem-solving and providing solutions? Would you say you’re patient and empathetic? Good, cause we’re looking for someone who really understands the work they do, and how a system like PointClickCare is used in their practice. You will be troubleshooting a whole variety of complex system issues. This position provides business user functional support and is different from PC/Technical support. Supreme customer experience is top of mind, and your ultimate goal as a CSR!

• Effective documentation skills to ensure that the support cases capture the problem and the steps taken to resolve within our online problem management system, Service Cloud (Sales Force) , NetSuite. (Hope your typing skills are impressive!)
• You will develop an in-depth understanding of our Clinical modules used to support processes and patient care in long term care facilities.
• You will manage complaints, feedback, and comments, as well as track and manage resolution of more complex/escalated issues.
• You might be seeking assistance as needed within the support team or other departmental teams, which allows you to work effectively and professionally cross-functionally to resolve application defect issues.
• You will be on the phones a great deal providing immediate support to customers with business process queries or difficulties using our application in their day-to-day work.
• Be available to work rotated shifts between 6 am to 11 pm EST weekdays. (Occasional need for scheduled overtime, weekend and holidays as determined by business need)
• You will also perform duties as assigned by management
• You will build and maintain strong relationships with our customers. Having the ability to handle all requests and concerns.
• You will focus on providing an outstanding experience each and every time. We focus on client experience – quality over quantity!

Meet The Team
You will report directly into the Manager, Customer Support who oversees a team of approximately 15 CSRs. You are in good hands, as the leadership style is highly individualistic – enabling you to succeed in this role, as well as, prepare you for the next. Don’t forget, you will also be working closely with Customer Success, Sales, and Project Management Teams providing you with endless learning opportunities.
Meet Your Colleague
Meet Ashley. Ashley says the best part of her job is making positive connections with others, by assisting and educating about our software. She says that the challenging part of being a CSR is about finding the right balance daily, and prioritizing. Ashley believes the key to this role is active listening during a call and clarifying key details with our Customers. What keeps her motivated, is being able to help and interact with not just customers but also her team members. She wants you to know that the CSR team is a family and they support and uplift each other every single day.
About You

• You demonstrate the ability to multi-task, prioritize, and manage customer expectations in an extremely fast paced and high demand environment.
• You have excellent interpersonal, customer support, and problem-solving skills.
• You have strong communication, relationship management, and documentation skills.
• You have the ability to adapt in a dynamic environment and learn quickly new functionality of an application.
• You hold a Post-secondary Degree/College Diploma (specialization in Health Studies, Health Administration, Nursing or closely related field a plus.)
• You hold a high degree of computer literacy and excellent typing skills.

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Tips and Tricks
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.
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