Sr. Solutions Analyst - Customer Support (Remote)

We are looking for a seasoned Sr. Solutions Analyst who has worked with SaaS software. Your focus is on providing an exceptional customer experience while handling complex technical queries and complaints for our cloud-based healthcare solutions.

To do well in this role, you need to be able to remain calm while troubleshooting complex system issues with customers. A strong understanding of administrative tasks and workflows for long-term care and medical facilities is crucial to your success.

Key Duties and Responsibilities

• Provide world-class customer support and produce successful outcomes for clients with pressing challenges relating to administration, configuration, and utilization of the application.
• Develop an in-depth understanding of our cloud-based software to support processes and patient care in long-term care facilities.
• Facilitate the resolution of complex technical issues by way of log analysis, research, or problem recreation.
• Work cross-functionally within the organization to deliver quality, satisfaction, and resolutions to customers.
• Effectively use and search the knowledge base, consistently contributing new or updated superior quality content.
• Enhance, advocate, and exemplify KCS methodologies in addition to authoring and updating knowledge base content.
• Work to frequently exceed established service delivery guidelines and key performance indicators.
• Mentor less experienced team members on troubleshooting SaaS products, customer support best practices, and internal processes.
• Thoroughly document problems via phone, email, chat, and web portal to accurately record the issue, investigative steps, and resolution using our help desk ticketing system.
• Be available to work rotating shifts between 8am to 8pm EST on weekdays with an occasional need for scheduled overtime on weekends and holidays as determined by business need.

Skills and Qualifications:

• Understand the business processes and practices within a long-term care or medical facility.
• Formalized approach to problem-solving; certification in Root Cause Analysis (RCA) is an asset.
• Excellent communication skills, written and oral, with acumen for conveying complex concepts to a variety of audiences.
• Energized and motivated by a fast-paced, dynamic, high-demand working environment.
• Demonstrated ability to multi-task, prioritize, and manage customer expectations.
• Ability to quickly learn more complicated aspects of new software functionality, emerging products, and systems that support them.
• A patient and active listener who is detail-oriented.
• High level of customer focus and empathy.
• Prior experience using the PointClickCare application is required.

Required Experience

• 1-2 years practical experience supporting and troubleshooting web-based software applications.
• Experience using diagnostic tools to help resolve customer issues.
• Experience in Care Delivery, Care Coordination, Business Intelligence, or Financial Performance for either Skilled Nursing, Senior Living, Home Health, or Acute Care facilities.
• A Bachelor's Degree or post-secondary schooling is preferred.