PointClickCare - Canada- Product Support Lead
Requirements
• 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 • $85,000 - $100,000 a year • CAD: 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 $85,000 - $100,000 and 10% bonus and Full-time 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 CAD 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. Your recruiter can share more information about our total rewards package during the hiring process. • PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.
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.
Benefits
• 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! • It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [email protected] should you require any accommodations. As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment.
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