customer support
Posted 2 days agoSolutions Analyst (TAM, Customer Support)
Hybrid
Responsibilities
- Document user problems as per SOP, to proactively contribute to the investigation of defects and other issues to prevent re-occurrence.
- Coordinate and execute internal and external meetings to resolve problems.
Requirements
- At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change.
- Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making.
- By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact.
- It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey.
- Develop an in-depth understanding of the product and processes to identify trends impacting functionality, availability, capacity, user satisfaction and infrastructure performance.
- Contributing to and helping maintain 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 related field, with 1-2 years of SaaS support experience
- Aptitude for data analysis and interpretation or Quality Assurance experience.
- Experience supporting API’s, 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.
- Experience with AppDynamics, Rhapsody Integration Engine, Laboratory/Radiology/Pharmacy Management Systems is a plus
- Experience with performance monitoring technologies and diagnostic tools
- Experience with Cloud infrastructure or scalable, high performance web applications Prior
- experience using New Relic, DataDog, Sales Force/Service Cloud, Right Answers and PointClickCare is an asset
- Experience with Sales Force/Service Cloud, Confluence.