Senior Care Tech Support Analyst

PointClickCare; Northern (KY); Hybrid; USD 60,000 - 68,000; 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

Job summary

PointClickCare, a leading health tech company, is seeking a motivated Support Analyst on the Senior Care team. You will be the first point of contact for end-user tech issues, delivering timely, world-class support across multiple channels.

Reporting to the Senior Manager, Customer Support, you will manage cases by priority, build strong client relationships, maintain knowledge articles, and collaborate with teams to improve tools and processes.

Qualifications

• Provide timely and world class customer support to users via multiple channels.
• Prioritize and route cases by severity to appropriate teams.
• Own and follow up on open cases until resolution.
• Build strong client relationships with timely follow-ups.
• Maintain knowledge articles for the support portal.
• Record daily communications and actions in CRM.

Responsibilities

• Provide timely and world class customer support to users via multiple channels.
• Manage and prioritize incoming support cases by severity.
• Collaborate with other teams to resolve issues and improve tools.

Skills

AI tools

Client relationships

Time management

Prioritization

API knowledge

Autonomy

Remote teamwork

Education

Degree in Information Technology or related field

Tools

CRM system

Job description

PointClickCare, a leading health tech company, is seeking a motivated Support Analyst on the Senior Care team. You will be the first point of contact for end-user tech issues, delivering timely, world-class support across multiple channels.

Reporting to the Senior Manager, Customer Support, you will manage cases by priority, build strong client relationships, maintain knowledge articles, and collaborate with teams to improve tools and processes.