Senior Solutions Analyst - AI-Driven Care Tech

Bilinguallink; Salaberry-de-Valleyfield; Remote; CAD 60,000 - 70,000; Full time

Benefits offered by this job

Benefits starting from Day 1

Retirement Plan Matching

Flexible Paid Time Off

Wellness Support Programs

Job summary

PointClickCare is seeking a Support Analyst on the Senior Care team to deliver high-quality end-user support across multiple channels. You will manage cases, collaborate with internal teams, and maintain knowledge resources to empower customers in a fast-paced health‑tech environment.

Reporting to the Senior Manager, Customer Support, you will work a shift schedule between 8am and 8pm, embracing AI-assisted processes and continuous learning opportunities while supporting healthcare providers

Qualifications

• Bachelor's or higher in Information Technology or related field preferred.
• Experience in technical support and customer service roles is a plus.
• Exposure to AI tools and ability to leverage them for workflows is beneficial.

Responsibilities

• Provide timely, world-class customer support to users via multiple channels.
• Prioritize and route incoming support cases based on severity.
• Own open cases and follow up until resolution.
• Build strong client relationships with timely follow-ups.
• Maintain and publish knowledge articles on the support portal.

Skills

Customer support

Technical support

AI tools usage

CRM systems

API knowledge

Team collaboration

Time management

Remote work

Education

Information Technology related degree

Tools

CRM software

Lever (ATS)

Job description

PointClickCare is seeking a Support Analyst on the Senior Care team to deliver high-quality end-user support across multiple channels. You will manage cases, collaborate with internal teams, and maintain knowledge resources to empower customers in a fast-paced health‑tech environment.

Reporting to the Senior Manager, Customer Support, you will work a shift schedule between 8am and 8pm, embracing AI-assisted processes and continuous learning opportunities while supporting healthcare providers