Senior Solutions Analyst: AI-Driven Support

PointClickCare; Mississauga; Hybrid; 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

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.