Solutions Analyst, 12-Month Contract (Pharmacy)

PointClickCare; Canada; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A leading health tech company in Canada is seeking a customer support representative to provide exceptional service and troubleshoot technical issues for their cloud-based healthcare solutions. The ideal candidate will have a strong background in customer service, with an understanding of long-term care facilities. This role offers a contract at $30 - $35 an hour, with remote and hybrid options available.

Qualifications

• Understanding of business processes in long-term care facilities.
• Ability to troubleshoot web-based software applications.
• Experience with diagnostic tools for problem resolution.

Responsibilities

• Provide exceptional customer support for cloud-based healthcare solutions.
• Resolve technical issues through log analysis and research.
• Document problems and resolutions using the help desk system.

Skills

Problem-solving skills

Excellent communication skills

Customer focus and empathy

Education

Bachelor's degree in Business Administration, Healthcare, IT

Tools

PointClickCare software

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 outLife at PointClickCareand connect with us onGlassdoorandLinkedIn.

**Travel to Office expectations**

For Remote Roles: As 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: As 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

About the Role:

Your focus is on providing an exceptional customer experience while handling technical queries and providing solutions for our cloud-based healthcare solutions. We are looking for someone who can prioritize daily tasks to resolve customer problems, independently or with others, in a timely manner using various communication channels. To do well in this role you need to be able to remain calm while trouble-shooting simple to moderately complex system issues with customers. As well, a strong understanding of administrative tasks and workflows for long term care and medical facilities is key to your success.

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 11AM to 8PMEST on weekdays with occasional scheduled overtime for weekends, holidays, and on-call as necessary when determined by business need.

Skills and Qualifications

• Understand the business processes and practices within a long-term care or medical facility
• Strong, demonstratable problem-solving skills
• Excellent communication skills, written and oral
• Energized and motivated by a fast paced, dynamic, high demand working environment
• Demonstrated ability to multi-task, prioritize, and manage customer expectations
• A quick learner with acumen for software and technology
• A patient and active listener who is detail-oriented
• High level of customer focus and empathy
• Familiarity with PointClickCare software is an asset
• Strong Cross Functional work experience with technical teams

Required Experience:

• Bachelor's degree in Business Administrations, Healthcare, Pharmaceuticals, IT (Preferred not 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.
• Previous work experience in Pharmaceutical Administration HealthTech (Preferred not required)

$30 - $35 an hour Contract Overtime Eligible

#Contract

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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