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Role Description

Work as lead in propelling support improvements in healthcare software applications and act as product subject matter expert for the customer support team, and voice of customer support back to the Product Team.

Reporting to the Manager, Product Support Leads.

Key Responsibilities:

• Work with technical support team to ensure efficiency and customer satisfaction.
• Partner with the Product team to identify functionality that would improve operational support of the product.
• Transition product releases to the Customer Support Team, including delivering training and creating knowledge articles to be used in troubleshooting incidents and fulfilling service requests.
• Conduct Problem Investigations on impactful incidents and determine actions needed to prevent a recurrence.
• Collaborate with multiple teams across the organization to optimize support processes for Products.
• Perform troubleshooting, analysis, research and resolution using advanced query and programming skills.
• Communicate with line of business and management the overall status and health of the application.
• Look for areas of improvement in monitoring, application stability, and speed of determining root cause.
• Test and validate system performance.
• Conduct problem investigations on the most impactful incidents and those that have the highest risk of recurrence, with goal to reduce recurrences of incidences.
• Improve product supportability by identifying support pain-points and working with product to reduce the support burden of products.

Qualifications

• Bachelor's Degree in Computer Science, Engineering, I.T. or related field (preferred not required).
• One year of experience in a computer software professional position, to include: experience providing technical support on software applications; Root Cause Analysis (RCA); Process Modeling tools: MS Visio, Miro; Data Analysis: Tableau, Eazy BI; Languages: SQL, HTML, XML; Service Management tools: Sales Force, Jira. Telecommuting permitted.
• 3-5 Years SaaS support or Healthcare industry (Preferred, not required).
• 5 Years in Customer Support, Helpdesk, Product Support, or related field.

Requirements

• $95,000 - $105,000 a year.
• US: At PointClickCare, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $95,000 - $105,000 with a 10% performance-based bonus and Fulltime Benefits.
• Our salary ranges are determined by job and level.
• The range displayed on each job posting reflects the target for new hire salaries for the position across all US locations.
• Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location.

Benefits

• Benefits starting from Day 1!
• Retirement Plan Matching.
• Flexible Paid Time Off.
• Wellness Support Programs and Resources.
• Parental & Caregiver Leaves.
• Fertility & Adoption Support.
• Continuous Development Support Program.
• Employee Assistance Program.
• Allyship and Inclusion Communities.
• Employee Recognition … and more!