Job Description

Employment Type: Full-Time

Position Overview

At PointClickCare, our mission is to help providers deliver exceptional care, and this starts with our people. As a leading, founder-led, and privately held health tech company, we empower our employees to push boundaries, innovate, and shape the future of healthcare. With the largest long-term and post-acute care dataset and a Marketplace of over 400 integrated partners, our platform serves more than 30,000 provider organizations, impacting millions of lives. We reinvest a significant percentage of our revenue into research and development, ensuring our employees have the resources to innovate and make a lasting impact.

Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, PointClickCare offers flexibility, growth opportunities, and meaningful work. We empower our people to be the architects of a smarter, human-first healthcare future, accelerated by AI. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making, enhancing collaboration, improving outcomes, and maximizing impact. Our hiring practices uncover AI expertise, and we invest in continuous training and development to nurture innovation throughout the employee journey.

Join us in redefining healthcare so it doesn’t just survive, it thrives.

To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

Job Summary

You will be responsible for the delivery and management of technical and integration interactions, owning the most challenging and interesting cases. As a customer-facing support expert, you will be solution-focused and service-oriented, advocating for customers when working or escalating high-priority cases and issues. Accurate communication of system behaviors and next steps, both internally and externally, is equally important. This role provides both business user functional support and technical support.

Key Responsibilities

• Develop an in-depth understanding of the product and processes to identify trends impacting functionality, availability, capacity, user satisfaction, and infrastructure performance.
• As a member of the Customer Support Department, your main responsibility will be to troubleshoot and resolve complex technical and integration-related issues over the phone or through other electronic interactions.
• Work cross-functionally in an effective and professional manner with other departments to manage escalations, communicate root cause and solutions, and resolve cases and issues.
• Document user problems as per SOP to proactively contribute to the investigation of defects and other issues to prevent re-occurrence.
• Stay abreast of new features, tools, and functionalities to maintain product expertise and assist with upskilling of support peers.
• Be available to work between the hours of 8 am to 8 pm EST weekdays, with occasional weekends and on-call duties as required.
• Coordinate and execute internal and external meetings to resolve problems.
• Contribute to and help maintain the knowledge base tool.

Your Key Strengths

• Exposure to AI tools and a desire to leverage them to enhance product management practices and product capabilities.
• Post-secondary education, preferably in Information Technology or a related field, with 1-2 years of SaaS support experience.
• Aptitude for data analysis and interpretation, or Quality Assurance experience.
• Experience supporting APIs, OAuth, OpenID, SOAP, REST, JavaScript, SQL, HL7, and XML.
• Demonstrated ability to multi-task, prioritize, and manage customer expectations in an extremely fast-paced and high-demand environment.

Salary

• [Information not provided]

Location Type

• [Information not provided]