Remote Solutions Analyst: AI-Driven SaaS Support

PointClickCare; Oregon; Hybrid; USD 58,000 - 63,000; Full time

Benefits offered by this job

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

Job summary

PointClickCare is seeking a Solutions Analyst to lead delivery and management of complex technical integrations, acting as a customer-facing support expert. You will advocate for customers, communicate across teams, and resolve high-priority cases with a focus on quality and uptime.

The role requires supporting cloud-based clinical workflows in long-term care settings, collaborating with Product, Engineering, QA, and Operations, and maintaining strong documentation while adhering to KPIs.

Qualifications

• 1-2 years of SaaS support experience.
• Exposure to AI tools and a desire to leverage them to enhance product management practices.
• Understanding of clinical workflows in long term care or medical facilities (preferred, not required)
• Strong understanding of business workflows and processes within SaaS or enterprise applications.
• Proven problem-solving skills and the ability to manage customer expectations.
• Excellent written and verbal communication skills.

Responsibilities

• 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.

Skills

SaaS support

AI tools exposure

Cross-functional collaboration

Technical troubleshooting

CRM platforms

Customer communication

Fast-paced environment

Learning agility

Web-based SaaS support

Observability tools familiarity

Tools

Salesforce Service Cloud

Zendesk

Job description

PointClickCare is seeking a Solutions Analyst to lead delivery and management of complex technical integrations, acting as a customer-facing support expert. You will advocate for customers, communicate across teams, and resolve high-priority cases with a focus on quality and uptime.

The role requires supporting cloud-based clinical workflows in long-term care settings, collaborating with Product, Engineering, QA, and Operations, and maintaining strong documentation while adhering to KPIs.