by Gloria Welton
In January 2020, PointClickCare opened its fourth Canadian office in Charlottetown. Now, they are looking to grow their team and local presence by hiring additional Customer Support Representative (CSR) staff to the PEI location.
PointClickCare was the first cloud-based electronic health record (EHR) platform uniquely designed for senior care and leverages a Software-as-a-Service (SaaS) model, the industry’s standard software delivery model today. Over the last 20 years, the company has grown exponentially, with over 1,500 employees serving over 21,000 skilled nursing facilities, senior living communities and home health care agencies.
Headquartered in Mississauga, Ontario, PointClickCare has also recently opened offices in downtown Toronto and Waterloo to support the development of its SaaS products. “Collectively, our offices house nearly 1,600 people, some of which also work remotely, and all of whom have a shared passion for innovating senior care and making a meaningful impact on the lives of millions,” says Adis Velic, Senior Recruiter with PointClickCare.
The company continues to see continued success and growth. “We are confident that PEI’s highly skilled labour force and business-friendly environment will further strengthen our ability to provide world-class support to our customers as they deliver best-in-class care,” says Nick Noel, Chief Customer Officer.
Customer Support Representative (CSR) positions
Adis says a CSR plays a critical role in delivering and managing customer support to customers. “Do you love problem-solving and providing solutions? Are you patient and empathetic? We’re looking for someone who really understands the work our clients do, and how a platform like PointClickCare is used in their practice.
“You will be troubleshooting a whole variety of software issues (both clinical and financial), but this position provides business user functional support and is different from PC/Technical support. Supreme customer experience is your goal as a CSR. This is not a remote position – this position is based out of our Charlottetown office location.
“As we continue to grow and add new clients, we will require additional support and team members to ensure that our clients are receiving optimal software support. This is why we expanded and opened an office in Charlottetown.
“We are a high performing business, and we need the right staff compliment. It takes approximately 4-6 weeks of training to use the product. Communication is key for this role.”
Benefits and wages
- Medical and dental benefits starting day one of hire
- Market competitive compensation
- Flexible paid time off policy based on pre-approval.
- Funding for learning and development and for further training at a college or university which are work related and pre-approved
- Opportunities for growth and internal career advancement
The work is typically Monday to Friday, eight hours a day, 40 hours a week. There are rotating shifts required to accommodate working hours of our clients (from 6am – 11pm). “The schedule is coordinated amongst the bigger team and advanced notice is provided when the shift is due to change,” says Adis.
CSR position requires a post-secondary degree or college diploma.
“We look for staff who have the ability to adapt in a dynamic environment and quickly learn the functionality of an application,” says Adis. “They need to demonstrate the ability to multi-task, prioritize, and manage customer expectations in an extremely fast-paced environment.
“It is also important to have strong communication, relationship management, and documentation skills. As well, the candidate should have a high degree of computer literacy and excellent typing skills.”
For more tips and to apply for the Customer Representative position, click here.
To learn more about PointClickCare and current employment opportunities, visit www.pointclickcare.com.