(US) Product Support Lead

For more than 20 years, PointClickCare has been the backbone of senior care. We've amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform.
With Collective Medical & Audacious Inquiry, we've become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient's journey.
For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.
Position Summary:

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.

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.

Minimum Requirements

Master's Degree in Computer Science, Engineering, I.T. or related field.
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.
$98,000 - $106,000 a year

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 $98,000 - $106,000 + bonus + 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. Your recruiter can share more information about our total rewards package during the hiring process.

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 $98,000 - $106,000 + bonus + 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. Your recruiter can share more information about our total rewards package during the hiring process.
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.
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