Sr Solutions Analyst - (Clinical, MDS 3.0)

Our Support team provides end-user support to our diverse base of professionals. Our team works as the first point of contact for a wide range of technology related issues. If you are looking for an opportunity to expand your technical skills and are passionate about delivering exceptional customer service – then, we certainly have the right opportunity for you! PointClickCare is currently looking for a motivated individual to join our team as the support analyst on the Clinical team. Key Responsibilities: Provide timely and world class customer support to users via multiple channels Manage incoming support cases by prioritizing based on severity and or re-route to other departments as required Take ownership and follow up on open cases which are unresolved Build strong client relationships by following up with customers in a timely manner Maintain knowledge articles for publishing on the support portal for customers to find frequently asked questions Maintain records of daily communications, transactions, problems, and remedial actions taken in the CRM system Support the department’s goals, objectives, and deliverables Work shifts between 8am and 8pm as required