Description
Position Summary:
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. We are looking for someone who can prioritize daily tasks to resolve customer problems, independently or with others, in a timely manner using various communication channels. To do well in this role you need to be able to remain calm while trouble-shooting complex system issues with customers. As well, a strong understanding of administrative tasks and workflows for long term care and medical facilities is crucial to your success.
Position Summary:
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. We are looking for someone who can prioritize daily tasks to resolve customer problems, independently or with others, in a timely manner using various communication channels. To do well in this role you need to be able to remain calm while trouble-shooting complex system issues with customers. As well, a strong understanding of administrative tasks and workflows for long term care and medical facilities is crucial to your success.
Responsibilities:
Provide world class customer support and produce successful outcomes for clients with pressing challenges relating to administration, configuration, and utilization the applicationDevelop an in-depth understanding of our cloud-based software to support processes and patient care in long term care facilitiesFacilitate 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 customersEffectively use and search the knowledge base, consistently contributing new or updated superior quality contentEnhance, advocate, and exemplify KCS methodologies in addition to authoring and updating knowledgebase contentWorks to frequently exceed established service delivery guidelines and key performance indicatorsMentor less experienced team members on trouble shooting SaaS products, customer support best practices, and internal processesThoroughly document problems via phone, email, chat, and web portal to accurately record the issue, investigative steps, and resolution using our help desk ticketing systemBe 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
What does it take:
Understand the business processes and practices within a long-term care or medical facilityFormalized approach to problem-solving, certification in RCA an asset Excellent communication skills, written and oral with acumen for conveying complex concepts to a variety of audiencesEnergized and motivated by a fast paced, dynamic, high demand working environmentDemonstrated ability to multi-task, prioritize, and manage customer expectationsAbility to quickly learn more complicated aspects of new software functionality, emerging products, and systems that support themA patient and active listener who is detail-orientedHigh level of customer focus and empathyPrior experience using the PointClickCare application is requiredThis role requires considerable knowledge of MDS3.0
Required Experience:
1-2 years practical experience supporting and trouble-shooting web-based software applicationsExperience using diagnostic tools to help resolve customer issuesExperience in Care Delivery, Care Coordination, Business Intelligence, or Financial Performance for either Skilled Nursing, Senior Living, Home Health, or Acute Care facilitiesBachelors Degree or post-secondary schooling is preferred
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