Canada – Sr. Solutions Analyst (TAM-Clinical)

Jobicy; United States; Remote; USD 46,000 - 51,000; Full time

Benefits offered by this job

Retirement plan matching

Flexible paid time off

Wellness support programs

Job summary

PointClickCare seeks a seasoned Sr. Solutions Analyst with SaaS experience to enhance customer outcomes in cloud-based health care solutions. You will handle complex technical queries, document steps, and support long-term care workflows while maintaining calm under pressure.

You will mentor peers, improve knowledge content, and collaborate across teams to exceed service level goals, with travel as needed and potential remote/hybrid work options.

Qualifications

• Understand business processes within long-term care or medical facilities.
• RCA certification is an asset.
• Excellent written and verbal communication.
• Able to thrive in a fast-paced, high-demand environment.
• Ability to multi-task and manage customer expectations.
• Quickly learn new software functionality and systems.
• Patient and active listener with strong empathy.
• Experience using PointClickCare is required.

Responsibilities

• Provide world-class customer support for cloud-based healthcare SaaS applications.
• Develop in-depth understanding of the software to support patient care workflows.
• Troubleshoot complex issues via log analysis, research, and problem recreation.
• Collaborate cross-functionally to deliver quality resolutions.
• Contribute to knowledge base content and improve self-service resources.
• Mentor junior team members on best practices and processes.
• Document issues clearly in the help desk system across channels.
• Work rotating shifts 8am–8pm EST with occasional weekend/holiday overtime.

Skills

LTC processes

RCA knowledge

Communication skills

Multi-tasking

Active listening

Customer empathy

Learning new software

Education

Bachelor’s degree

Tools

PointClickCare

Job description

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.

Position Summary:

We are looking for a seasoned Sr. Solutions Analyst who has worked with SaaS software. Your focus is on providing an exceptional customer experience while handling complex technical queries and complaints 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 complex system issues with customers. As well, a strong understanding of administrative tasks and workflows for long term care and medical facilities is crucial to your success.

Reporting to the Sr Manager, Customer Support

Key Duties and Responsibilities

• Provide world class customer support and produce successful outcomes for clients with pressing challenges relating to administration, configuration, and utilization 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 complex technical issues by way of log analysis, research, or problem recreation.
• Work cross-functionally within the organization, to deliver quality, satisfaction, and resolutions to customers.
• Effectively use and search the knowledge base, consistently contributing new or updated superior quality content.
• Enhance, advocate, and exemplify KCS methodologies in addition to authoring and updating knowledgebase content.
• Works to frequently exceed established service delivery guidelines and key performance indicators.
• Mentor less experienced team members on trouble shooting SaaS products, customer support best practices, and internal processes.
• 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 rotating shifts between 8am to 8pm EST on weekdays with an occasional need for scheduled overtime on weekends and holidays as determined by business need.

Skills and Qualifications:

• Understand the business processes and practices within a long-term care or medical facility.
• Formalized approach to problem-solving, certification in RCA an asset .
• Excellent communication skills, written and oral with acumen for conveying complex concepts to a variety of audiences.
• Energized and motivated by a fast paced, dynamic, high demand working environment.
• Demonstrated ability to multi-task, prioritize, and manage customer expectations.
• Ability to quickly learn more complicated aspects of new software functionality, emerging products, and systems that support them.
• A patient and active listener who is detail-oriented.
• High level of customer focus and empathy.
• Prior experience using the PointClickCare application is required.

Required Experience

• Experience using/supporting PointClickCare
• 1-2 years practical experience supporting and trouble-shooting web-based software applications
• Experience using diagnostic tools to help resolve customer issues
• Experience in Care Delivery, Care Coordination, Business Intelligence, or Financial Performance for either Skilled Nursing, Senior Living, Home Health, or Acute Care facilities
• Bachelors Degree or post-secondary schooling is preferred

Compensation

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 $65000- $72,000

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. Your recruiter can share more information about our total rewards package during the hiring process.

Overtime Eligible

Additional Information

#Remote

#MG-LI1

#Canada

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.

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