Remote SaaS Solutions Analyst – Healthcare Customer Support

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

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.