(Canada) Solutions Analyst- Pharmacy

PointClickCare; Mississauga; On-site; CAD 55,000 - 65,000; Full time

Job summary

PointClickCare in Mississauga, Canada, is seeking a Support Analyst on the Pharmacy Care team. You will be the first point of contact for a wide range of technology issues, delivering exceptional customer service while expanding technical skills in a cloud-based healthcare platform.

The role reports to the Manager, Customer Support and requires post-secondary IT education, plus experience with web-based software and diagnostic tools. Overtime and remote/hybrid working options may apply.

Qualifications

• 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 PointClickCare (Orders, eMAR, HL7) is an asset.

Responsibilities

• Provide world-class customer support focusing on empathy for clients using the application.
• Develop an in-depth understanding of our cloud-based software to support patient care in long-term care facilities.
• Troubleshoot and resolve simple to moderately complex technical issues via log analysis, research, or problem recreation.
• Collaborate cross-functionally to deliver quality service and timely resolutions to customers.
• Document problems thoroughly via phone, email, chat, and web portal using our help desk system.

Skills

Customer support

Troubleshooting

Web-based software

Diagnostic tools

Education

Post-secondary education in IT or related field

Tools

PointClickCare

HL7 interfaces

Salesforce Service Cloud

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.

About the Role:

Our Support team provides end‑user support to our diverse base of professionals. Our team works as the first point of contact for a wide range of technology related issues. If you are looking for an opportunity to expand your technical skills and are passionate about delivering exceptional customer service – then, we certainly have the right opportunity for you! PointClickCare is currently looking for a motivated individual to join our team as the support analyst on the Pharmacy Care team. Reporting to the Manager, Customer Support

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 8am ET - 9pm ETon weekdays with occasional scheduled overtime for weekends, holidays, and on‑call as necessary when determined by escalated business needs

Key Duties and Responsibilities:

• Exposure to AI tools and a desire to leverage them to enhance your work content and user experience
• Ability to handle clients professionally and with a high level of confidence during all interactions
• Ability to work on concurrent tasks while effectively organizing, prioritising, and coordinating work assignments for self and other team members
• Must excel in a fast‑paced environment where critical thinking and time management skills are required for success
• Sound understanding of API and service technologies and functions
• Take initiatives and help establish a positive team environment built on mutual trust and respect
• Participate in the development and improvement of operational tools and processes
• Demonstrate personal leadership attributes by incorporating commitments to ongoing development and continuous learning
• Innovative thinker who is positive, proactive, takes accountability and readily embraces change
• Must be able to work autonomously or as part of a remote team to support and contribute towards the overall organizational goals
• Ability to establish and maintain effective working relationships with internal and external stakeholders
• Degree, or Post‑Secondary Education -Information Technology, or related technical field preferred
• Experience in a technical support position an asset

Nice to Haves:

• Previous experience with IMM (Integrated Medication Management), pharmacy integrations, or HL7 workflows.
• PointClickCare EHR experience, particularly with Orders, eMAR and Pharmacy workflows
• Knowledge of pharmacy operations and medication management workflows in skilled nursing and long‑term care facilities.

Skills and Qualifications:

• Post secondary education 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 PointClickCare is an asset (modules such as Orders, eMAR, HL7 messages.) Prior experience using Sales Force/Service Cloud.

$55,000 - $65,000 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 $55,000 - $65,000 and Fulltime benefits! Our salary ranges are determined byjob 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 experienceincluding professional and lived experience, and/or work location. Your recruiter can share more information about ourtotal rewards package during the hiring process.

Overtime Eligible

Shift work required eligibility

#Remote
#MG‑Li1
#Canada

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. As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment.

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 PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: [e-mail]

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.