Healthcare SaaS Solutions Analyst (Remote)

PointClickCare; United States; À distance; USD 58 000 - 65 000; Plein temps

Avantages offerts par ce poste

Retirement Plan Matching

Flexible Paid Time Off

Wellness Support Programs andResources

Parental & Caregiver Leaves

Fertility & Adoption Support

Continuous Development Support Program

Employee Assistance Program

Allyship and Inclusion Communities

Employee Recognition

Résumé du poste

PointClickCare seeks a Solution Analyst to deliver exceptional customer experiences in SaaS-based clinical environments. You will resolve technical queries related to our cloud applications while prioritizing tasks and collaborating across teams.

Ideal candidates bring experience in SaaS support, strong understanding of clinical workflows in long-term care, and proficiency with diagnostic tools; familiarity with AI tools and Salesforce or similar platforms is a plus.

Qualifications

• 1–2 years of customer support experience in a SaaS environment.
• Experience supporting and troubleshooting web-based SaaS applications.
• Experience leveraging AI tools and assistants (e.g., MS Copilot, ChatGPT).
• Familiarity with diagnostic tools used to resolve customer issues.

Responsabilités

• Provide empathetic, high-quality support to clients managing, configuring, and using our clinical applications.
• Develop deep expertise in our cloud-based software to support clinical workflows and patient care in long-term care settings.
• Troubleshoot technical issues through log analysis, research, and problem recreation.
• Collaborate cross-functionally to ensure customer satisfaction and timely issue resolution.
• Leverage and contribute to the internal knowledge base to improve support efficiency.
• Consistently meet or exceed service delivery standards and KPIs.
• Accurately document customer interactions, investigative steps, and resolutions using our help desk ticketing system.
• Be available to work weekdays from 11 AM to 8 PM EST, with occasional overtime, weekend, holiday, and on-call shifts as required.

Connaissances

Customer support experience

SaaS knowledge

Technical troubleshooting

Cross-functional collaboration

Documentation & ticketing

AI tool familiarity

Formation

Degree in Healthcare/Business/IT

Outils

Salesforce/Service Cloud

Kibana

AppDynamics

Diagnostics tools

Description du poste

PointClickCare seeks a Solution Analyst to deliver exceptional customer experiences in SaaS-based clinical environments. You will resolve technical queries related to our cloud applications while prioritizing tasks and collaborating across teams.

Ideal candidates bring experience in SaaS support, strong understanding of clinical workflows in long-term care, and proficiency with diagnostic tools; familiarity with AI tools and Salesforce or similar platforms is a plus.