Canada- Solutions Analyst (Clinical-EHR Support)

PointClickCare; Mississauga; Hybrid; CAD 55,000 - 60,000; Full time

Job summary

A leading health tech company in Canada is seeking a Solution Analyst to deliver exceptional customer experiences for their cloud-based healthcare applications. The role involves troubleshooting technical queries, collaborating with teams, and providing empathetic support to clients. The ideal candidate has a background in SaaS environments and an understanding of clinical workflows. Salary ranges from $55,000 to $60,000 CAD annually, along with full benefits.

Benefits

Benefits starting from Day 1

Retirement Plan Matching

Flexible Paid Time Off

Wellness Support Programs

Parental & Caregiver Leaves

Continuous Development Support Program

Qualifications

• Proven experience in SaaS-based customer and technical support environments.
• Strong understanding of clinical workflows and business processes in long-term care or medical facilities.
• Experience with PointClickCare modules is preferred but not required.

Responsibilities

• Provide high-quality support to clients managing our clinical applications.
• Troubleshoot technical issues related to cloud-based healthcare applications.
• Collaborate cross-functionally to ensure customer satisfaction.

Skills

Empathy

Problem-solving

Communication skills

Technical aptitude

Detail-oriented

Customer focus

Analytical skills

Collaboration

Education

Degree in Healthcare, Business Administration, or Information Technology

Tools

Salesforce/Service Cloud

Kibana

AppDynamics

Job description

At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare.

With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work.

At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human‑first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision‑making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey.

Join us in redefining healthcare — so it doesn’t just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

Travel to Office expectations

For Remote Roles: If this role is remote, there will be in‑office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi‑annual and annual team meetings.

For Hybrid Roles: If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi‑weekly/monthly events in the office with your specific team. This is a requirement for this role.

Shift work required for eligibility – Ask recruiter for more details

11:30 EST to 8:00 EST

Job Summary

We are seeking a Solution Analyst with proven experience in SaaS‑based customer and technical support environments, particularly within clinical environments. Your primary focus will be delivering exceptional customer experiences while resolving technical queries related to our cloud‑based healthcare applications.

You should be comfortable prioritizing tasks and resolving customer issues independently or collaboratively using various communication channels and tools. Success in this role requires calm, methodical troubleshooting of simple to moderately complex system issues, and a strong understanding of administrative workflows in long‑term care and medical facilities.

Key Responsibilities

• Provide empathetic, high‑quality support to clients managing, configuring, and using our clinical applications.
• Develop deep expertise in our cloud‑based software to support clinical workflows and patient care in long‑term care settings.
• Troubleshoot technical issues through log analysis, research, and problem recreation.
• Collaborate cross‑functionally to ensure customer satisfaction and timely issue resolution.
• Leverage and contribute to the internal knowledge base to improve support efficiency.
• Consistently meet or exceed service delivery standards and key performance indicators (KPIs).
• Accurately document customer interactions, investigative steps, and resolutions using our help desk ticketing system.
• Be available to work weekdays from 11 AM to 8 PM EST, with occasional overtime, weekend, holiday, and on‑call shifts as required.

Your Key Strengths

• LTHC Industry and PCC Platform Experience (Preferred not required)
• Previous work experience in Nursing, Skilled Nursing, Home and Hospice (RN, CNA, LPN, Preferred not required)
• Degree, or Post‑Secondary Education in HealthCare, Business Administrations, Information Technology (Preferred not required)
• Strong understanding of clinical workflows and business processes in long‑term care or medical facilities.
• Demonstrated problem‑solving skills and ability to manage customer expectations.
• Excellent written and verbal communication skills.
• Comfortable in fast‑paced, high‑demand environments.
• Quick learner with strong technical aptitude.
• Detail‑oriented, analytical, patient, and an active listener.
• High level of customer focus and empathy.
• Experience collaborating with cross‑functional technical teams.
• Experience supporting and troubleshooting web‑based SaaS applications.
• Familiarity with diagnostic tools used to resolve customer issues.
• Prior experience with PointClickCare modules (e.g., UDAs, MDS, POC).
• Experience leveraging AI tools and assistants (e.g., MS Co‑Pilot, ChatGPT).
• Experience using Salesforce/Service Cloud or similar support platforms.
• Previous work experience in Clinical Administration or HealthTech (preferred but not required).
• Proven background in SaaS customer and technical support environments.
• Experience with Kibana and AppDynamics (preferred but not required).

PointClickCare Benefits & Perks

• Benefits starting from Day 1!
• Retirement Plan Matching
• Flexible Paid Time Off
• Wellness Support Programs and Resources
• Parental & Caregiver Leaves
• Fertility & Adoption Support
• Continuous Development Support Program
• Employee Assistance Program
• Allyship and Inclusion Communities
• Employee Recognition … and more!

$55,000 - $60,000 a year

Canada: At PointClickCare, base salary is one of the many components that make up our total rewards package. The Canada base salary range for this position is $55,000 -$60,000 and fulltime 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 Canada 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.

Overtime Eligible

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 [e-mail] should you require any accommodations.

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PointClickCare 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.