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PointClickCarePointClickCareUnited States

Solutions Analyst

Provide end-user technical support for MDS Clinical users, managing cases, maintaining knowledge articles, and building client relationships in a remote US role. Requires MDS 3.0 expertise and coordinator experience.

60k – 65k
RemoteIT Support

About the role

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

Required Skills

  • MDS 3.0 Expertise
  • MDS Coordinator Experience

Nice-to-Haves

  • Degree, or Post-Secondary Education - Information Technology, or related technical field preferred
  • Experience in a technical support position an asset

Skills

Mds 3.0Mds CoordinatorAPICRMTechnical SupportCustomer ServiceKnowledge Management

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