Support Desk Analyst

GoldCare is a leading provider of healthcare information management software for community, residential and long-term care organizations. Founded in 1988, GoldCare is a wholly owned subsidiary of Constellation Software Inc. and a division of Gemini Software L.P. Built for long-term care facilities, GoldCare provides comprehensive care and management solutions for single or multi-site aged care providers and is the solution of choice for 200 residential and community support clients, with 350 sites across Canada, Australia, and New Zealand.

Position Description:

Reporting to the Service Desk Manager, you will work as a member of the GoldCare Services group. In this position, you are responsible for responding to GoldCare Customer service requests by providing remote software support and maintenance, identifying client requirements and following through with other staff, implementing and training GoldCare ancillary modules and promoting and encouraging maximal use of GoldCare software. As well, you will assist with other technical activities as required.

Responsibilities:

• Interact with customers to define problems reported via phone and email.

• Record complete service request details and gather problem solving information.

• Participate in triage, on-call and critical call rotations.

• Research and respond to questions using available information resources.

• Document issue resolution and advise GoldCare clients on appropriate actions.

• Identify issue trends and report to the Service Desk Team.

• Escalate tickets to support manager or development as required.

• Stay current with GoldCare system information, changes and updates.

• Manage a caseload of active support tickets.

• Keep an accurate record of communications, time spent and status for each ticket.

• Communicate regularly with customers on status and progress.

• Maintain accurate daily time reporting records.

• Perform any other responsibilities assigned by the Support Manager.

Qualifications:

• Post-secondary certificate, diploma or degree in Computer Science, Information Systems or industry (Health or business) related discipline

• Very strong interpersonal, written and verbal communication skills.

• Analytical skills and ability to multitask.

• Hands-on experience with Web-based applications.

• Dedicated to customer service; Help us support our legacy applications and long-term clients with a focus on confidentiality, privacy and security.

• Strong aptitude towards business process and logic, as well as an out-of-the-box attitude.

• Ability to escalate issues to the relevant teams in a timely manner.

• Ability to perform comfortably in a fast-paced, deadline-oriented work environment, in collaboration with colleagues and supervisors.

• Self-motivated, quick learner, and a responsive team player.

• Strong attention to details, flexible and highly organized.

• Keen interest in learning business applications and processes

• Experience working at a software help desk

Assets:

• Experience with GoldCare, a plus.

• Experience with financial systems; for example, Payroll, General Ledger, Receivables, or Payables, a plus.

• Experience with health care systems, a plus.

• Working knowledge of relational databases, a plus.

• Experience with HTML or SQL, a plus.

• Technical support experience; for example, database management, Windows administration and maintenance, containers/dockers knowledge, a plus