Job Description
At arenaflex, we're dedicated to creating a world where healthcare providers and plans can confidently deliver frictionless care. As a leading North American healthcare technology platform, we've been empowering meaningful care collaboration and real-time patient insights for over 20 years. Our team of over 2,200 employees is passionate about making a lasting impact on healthcare across North America. We're proud to be recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada's Most Admired Corporate Cultures. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you'll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare. **Join our team and be part of a movement that's making a real difference in healthcare.** **About the Role:** As a Customer Support Solutions Analyst in our Pharmacy team, you'll play a critical role in providing exceptional customer experiences while handling technical queries and providing solutions for our cloud-based healthcare solutions. You'll be responsible for prioritizing daily tasks to resolve customer problems, independently or with others, in a timely manner using various communication channels. To succeed in this role, you'll need to remain calm while trouble-shooting simple to moderately complex system issues with customers. A strong understanding of administrative tasks and workflows for long-term care and medical facilities is key to your success. **Key Responsibilities:** * Provide world-class customer support demonstrating focus and empathy to clients who have problems administering, configuring, and using the application * Develop an in-depth understanding of our cloud-based software to support processes and patient care in long-term care facilities * Facilitate the resolution of simple to moderately complex technical issues by way of log analysis, research, or problem recreation * Work cross-functionally within the team to deliver quality, satisfaction, and resolutions to customers * Effectively use and search the knowledge base, occasionally contributing new or updated content * Meet or exceed established service delivery guidelines and key performance indicators * Thoroughly document problems via phone, email, chat, and web portal to accurately record the issue, investigative steps, and resolution using our help desk ticketing system * Be available to work between 11AM to 8PM EST on weekdays with occasional scheduled overtime for weekends, holidays, and on-call as necessary when determined by business need **Skills and Qualifications:** * Understand the business processes and practices within a long-term care or medical facility * Strong, demonstratable problem-solving skills * Excellent communication skills, written and oral * Energized and motivated by a fast-paced, dynamic, high-demand working environment * Demonstrated ability to multi-task, prioritize, and manage customer expectations * A quick learner with acumen for software and technology * A patient and active listener who is detail-oriented * High level of customer focus and empathy * Familiarity with arenaflex software is an asset * Strong Cross-Functional work experience with technical teams **Required Experience:** * Bachelor's degree in Business Administration, Healthcare, Pharmaceuticals, IT (Preferred not required) * Experience supporting and trouble-shooting web-based software applications * Preference for those with experience using diagnostic tools to help resolve customer issues * Prior experience using arenaflex software is an asset (modules such as Orders, eMAR, HL7 messages) * Prior experience using Sales Force/Service Cloud * Previous work experience in Pharmaceutical Administration HealthTech (Preferred not required) **Compensation and Benefits:** * $30 - $35 an hour * At arenaflex, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $30-$35 per hour with Overtime Eligibility * 10-Month Contract - Extension Eligible **Work Environment and Culture:** * Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues * We believe that work becomes profoundly fulfilling when driven by a higher purpose * We're committed to creating a workplace that's inclusive, diverse, and supportive of all employees **Career Growth Opportunities and Learning Benefits:** * Arenaflex offers a wealth of opportunities for career growth and development * We're committed to providing ongoing training and education to help you succeed in your role * Our team is passionate about making a lasting impact on healthcare, and we're excited to have you join us on this journey **Equal Employment Opportunity:** * It is the policy of arenaflex 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 * Arenaflex welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process **How to Apply:** If you're passionate about making a real difference in healthcare and are looking for a challenging and rewarding role, we encourage you to apply. Please submit your application through our website or by clicking on the link below. **Note:** When you apply for a position, your information is processed and stored with Lever, in accordance with Lever's Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how arenaflex uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact arenaflex's human resources team: [email protected] Arenaflex 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. Apply for this job