Remote Senior SaaS Solutions Analyst – Healthcare

Openkrill; United States; Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Benefits starting from Day 1

Retirement plan matching

Flexible paid time off

Wellness programs and resources

Parental & caregiver leaves

Continuous development support

Job summary

PointClickCare is seeking a seasoned Sr. Solutions Analyst to deliver exceptional customer support for its cloud-based healthcare SaaS platform. You will troubleshoot complex issues, analyze logs, and guide clients in long-term care software workflows.

Reporting to the Sr Manager, Customer Support, you will mentor peers, contribute to knowledge content, and ensure outcomes exceed service guidelines, with rotating shifts and occasional overtime as business needs dictate.

Qualifications

• Experience supporting PointClickCare or similar SaaS health tech software.
• Strong problem-solving abilities in a fast-paced environment.
• Excellent written and verbal communication skills.

Responsibilities

• Provide world class customer support for cloud-based healthcare software.
• Investigate and resolve complex technical issues via logs and research.
• Collaborate cross-functionally to deliver quality resolutions.
• Document issues clearly in the ticketing system and knowledge base.
• Mentor junior staff and uphold service delivery KPIs.
• Support rotating shifts 8am–8pm EST with weekend/holiday overtime as needed.

Skills

Customer support

Communication

Troubleshooting SaaS

Multi-tasking

Active listening

Empathy

Problem solving

Education

Bachelor's degree or higher

Tools

PointClickCare

Diagnostic tools

Job description

PointClickCare is seeking a seasoned Sr. Solutions Analyst to deliver exceptional customer support for its cloud-based healthcare SaaS platform. You will troubleshoot complex issues, analyze logs, and guide clients in long-term care software workflows.

Reporting to the Sr Manager, Customer Support, you will mentor peers, contribute to knowledge content, and ensure outcomes exceed service guidelines, with rotating shifts and occasional overtime as business needs dictate.