Canada- Sr Solutions Analyst (Care Services)

PointClickCare; Mississauga; On-site; CAD 60,000 - 70,000; Full time

Benefits offered by this job

Retirement Plan Matching

Flexible Paid Time Off

Wellness Support Programs

Parental & Caregiver Leaves

Fertility & Adoption Support

Continuous Development Support Program

Employee Assistance Program

Job summary

PointClickCare in Canada (Mississauga) is seeking a Support Analyst for the Senior Care team. You will provide end-user tech support, manage cases, and build customer relationships while leveraging AI tools to enhance service delivery.

You will work with cross-functional teams, maintain knowledge bases, and support the 8am–8pm shifts. A IT-related degree and experience in care-delivery tech are preferred.

Qualifications

• BA/BS or diploma in IT or related field.
• Experience delivering end-user technical support.
• Familiarity with AI tools in a support context.

Responsibilities

• Provide timely, world-class customer support via multiple channels.
• Prioritize cases by severity and route to relevant teams.
• Own and follow up on open cases until resolution.
• Build strong client relationships with timely follow-ups.
• Maintain knowledge articles for the support portal.
• Document daily communications and actions in CRM.
• Support department goals and deliverables.
• Work shifts between 8am and 8pm as required.

Skills

AI tools experience

Customer support

Time management

API knowledge

Independent work

Team collaboration

Education

Information Technology degree or related

Tools

CRM systems

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.

Travel to Office expectations

For Remote Roles

When 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

When 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.

Must be located in the US for Eligibility

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 Senior Care team. Reporting into the Sr Manager, Customer Support.

Key Responsibilities

• Provide timely and world class customer support to users via multiple channels
• Manage incoming support cases by prioritizing based on severity and or re‑route to other departments as required
• Take ownership and follow up on open cases which are unresolved
• Build strong client relationships by following up with customers in a timely manner
• Maintain knowledge articles for publishing on the support portal for customers to find frequently asked questions
• Maintain records of daily communications, transactions, problems, and remedial actions taken in the CRM system
• Support the department’s goals, objectives, and deliverables
• Work shifts between 8am and 8pm as required

Your Key Strengths

• 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, prioritizing, 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
• Expertise in Care Delivery for Senior Living Facilities

$60,000 - $70,000 a year

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 $60,000 - $70,000 - Performance based bonus 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.

Overtime eligible.

Shift work required

PointClickCare Benefits & Perks

• 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!

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.

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.