(Canada) Solutions Analyst- Pharmacy

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.