(US) Solutions Analyst- Pharmacy

Travel to Office expectations

For Remote Roles : If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings.

For Hybrid Roles : If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role.

About the Role

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 Pharmacy Care team.

Reporting to the Manager, Customer Support

Key Responsibilities

• 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 between 8am ET - 9pm ET on weekdays with occasional scheduled overtime for weekends, holidays, and on-call as necessary when determined by escalated business needs

Key Duties and Responsibilities

• Exposure to AI tools and a desire to leverage them to enhance your work content and user experience
• Ability to handle clients professionally and with a high level of confidence during all interactions
• Ability to work on concurrent tasks while effectively organizing, prioritizing, and coordinating work assignments for self and other team members
• Must excel in a fast-paced environment where critical thinking and time management skills are required for success
• Sound understanding of API and service technologies and functions
• Take initiatives and help establish a positive team environment built on mutual trust and respect
• Participate in the development and improvement of operational tools and processes
• Demonstrate personal leadership attributes by incorporating commitments to ongoing development and continuous learning
• Innovative thinker who is positive, proactive, takes accountability and readily embraces change
• Must be able to work autonomously or as part of a remote team to support and contribute towards the overall organizational goals
• Ability to establish and maintain effective working relationships with internal and external stakeholders
• Degree, or Post-Secondary Education -Information Technology, or related technical field preferred
• Experience in a technical support position an asset

Nice to Haves

• Previous experience with IMM (Integrated Medication Management), pharmacy integrations, or HL7 workflows.
• PointClickCare EHR experience, particularly with Orders, eMAR and Pharmacy workflows
• Knowledge of pharmacy operations and medication management workflows in skilled nursing and long-term care facilities.

Skills and Qualifications

• 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.
• Prior experience using PointClickCare is an asset (modules such as Orders, eMAR, HL7 messages.)
• Prior experience using Sales Force/Service Cloud.