Product Support Lead, Pointclickcare
$95-105k
+ 10% performance-based bonus
Healthcare software for smarter care delivery
Be an early applicant
Healthcare software for smarter care delivery
1001+ employees
Be an early applicant
$95-105k
+ 10% performance-based bonus
1001+ employees
Company mission
To help providers delivery exceptional care.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
The demand for long-term support for the elderly is growing, putting pressure on the already overstretched age care industry. PointClickCare aims to solve this problem by providing care providers with a suite of cutting-edge software tools.
PointClickCare's software gives caregivers access to immediate, point-of-care data insights into their patients. This is proven to improve patient outcomes, ease care transitions and improve efficiency. Having been founded in 1997, PointClickCare is now one of the biggest names in care tech and its software is used by over 30,000 care facilities.
PointClickCare has made a series of partnerships - such as with pharmaceutical corporation Pfizer, and ChartPath, a leading EHR solution for care practices - alongside acquiring the connected care platform Audacious Inquiry. These partnerships and acquisitions aim to improve its adaptability in the market. The company has demonstrated strong ambition and performance, showcased by its being named the top long-term care software provider by KLAS four times in a row.
Steph
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Feb 2024
$0.1m
GRANT
Feb 2018
$141.6m
LATE VC
Total funding: $226.2m
Company HQ
Fashion District, Toronto, ON
Leadership
Dave Wessinger
(Co-Founder, CEO, CTO & President.)Dave co-founded PointClickCare in 1997.
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