Solutions Analyst - Financial

• Provide world class customer support demonstrating focus and empathy to clients who have problems administering, configuring, and using 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 simple to moderately complex technical issues by way of log analysis, research, or problem recreation
• Work cross-functionally within the team, to deliver quality, satisfaction, and resolutions to customers
• Effectively use and search the knowledge base, occasionally contributing new or updated content
• Meet or exceed established service delivery guidelines and key performance indicators
• 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 occasional scheduled overtime for weekends, holidays, and on-call as necessary when determined by business need

• Post-secondary education required
• Experience supporting and trouble-shooting web-based software applications
• Preference for those with experience using diagnostic tools to help resolve customer issues
• Understand the business processes and practices within a long-term care or medical facility
• Strong, demonstrable problem-solving skills
• Excellent communication skills, written and oral
• Energized and motivated by a fast paced, dynamic, high demand working environment
• Demonstrated ability to multi-task, prioritize, and manage customer expectations
• A quick learner with acumen for software and technology
• A patient and active listener who is detail-oriented
• High level of customer focus and empathy

Familiarity with PointClickCare software is an asset

• Benefits starting from Day 1!
• Retirement Plan Matching
• Flexible Paid Time Off
• Wellness Support Programs and Resources
• Parental & Caregiver Leaves
• Fertility & Adoption Support
• Continuous Development Support Program
• Employee Assistance Program
• Allyship and Inclusion Communities
• Employee Recognition … and more!