Senior SaaS Solutions Analyst (Healthcare)

Remote; San Francisco (CA); Remote; USD 85,000 - 120,000; Full time

Benefits offered by this job

Benefits starting from Day 1

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 seasoned Sr. Solutions Analyst to deliver exceptional customer support for our cloud-based health care SaaS platform. You will handle complex technical queries, prioritize daily tasks, and drive timely resolutions for long-term care facilities.

You will troubleshoot issues across configurations and workflows, mentor teammates, and contribute to knowledge bases while navigating a fast-paced, customer-focused environment with rotating shifts and occasional overtime.

Qualifications

• Experience supporting and troubleshooting web-based SaaS software
• Ability to analyze logs and reproduce issues
• Excellent written and verbal communication skills
• Ability to multitask and manage customer expectations
• Familiarity with long-term care or medical facilities preferred

Responsibilities

• Provide world class customer support and produce successful outcomes for clients with pressing challenges relating to administration, configuration, and utilization the application.
• Develop an in-depth understanding of our cloud-based software to support processes and patient care in long term care facilities.
• Facilitate the resolution of complex technical issues by way of log analysis, research, or problem recreation.
• Work cross-functionally within the organization, to deliver quality, satisfaction, and resolutions to customers.
• Effectively use and search the knowledge base, consistently contributing new or updated superior quality content.
• Enhance, advocate, and exemplify KCS methodologies in addition to authoring and updating knowledgebase content.
• Works to frequently exceed established service delivery guidelines and key performance indicators.
• Mentor less experienced team members on trouble shooting SaaS products, customer support best practices, and internal processes.
• Thoroughly document problems via phone, email, chat, and web portal to accurately record the issue, investigative steps, and resolution using our help desk ticketing system.
• Be available to work rotating shifts between 8am to 8pm EST on weekdays with an occasional need for scheduled overtime on weekends and holidays as determined by business need.

Skills

SaaS troubleshooting

Customer support

Problem solving

Communication

Cross-functional collaboration

Log analysis

Education

Bachelor's Degree or post-secondary schooling

Job description

PointClickCare is seeking a seasoned Sr. Solutions Analyst to deliver exceptional customer support for our cloud-based health care SaaS platform. You will handle complex technical queries, prioritize daily tasks, and drive timely resolutions for long-term care facilities.

You will troubleshoot issues across configurations and workflows, mentor teammates, and contribute to knowledge bases while navigating a fast-paced, customer-focused environment with rotating shifts and occasional overtime.