(US) Solutions Analyst - (Clinical, MDS 3.0)

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

Your Key Strengths:

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

Required Skills:

MDS 3.0 Expertise

MDS Coordinator Experience