Senior SaaS Solutions Analyst — Healthcare Support

Lever, Inc.; Oregon; Hybrid; USD 65,000 - 72,000; Full time

Benefits offered by this job

Benefits starting from Day 1

Retirement Plan Matching

Flexible Paid Time Off

Wellness Support

Job summary

PointClickCare is seeking a seasoned Sr. Solutions Analyst with SaaS experience to deliver exceptional customer support for cloud-based healthcare solutions. You will troubleshoot complex issues, document steps, and mentor teammates while balancing multiple tasks in a fast-paced environment.

You will report to the Sr Manager, Customer Support and collaborate across teams to continually improve service delivery and patient care workflows.

Qualifications

• Understand the business processes and practices within a long-term care or medical facility.
• Formal RCA certification is asset.
• Excellent communication, both written and oral.
• Ability to thrive in a fast-paced, high-demand environment.
• Ability to multi-task, prioritize, and manage customer expectations.
• Quickly learn more complicated software functionality and systems.
• Patient, active listener with attention to detail.
• High customer focus and empathy.
• Prior experience using PointClickCare.

Responsibilities

• Provide world-class customer support and drive successful outcomes for clients.
• Develop in-depth understanding of our cloud-based software for patient care.
• Facilitate resolution of complex technical issues via log analysis or problem recreation.
• Collaborate cross-functionally to deliver quality resolutions.
• Utilize and update knowledge base content; contribute new content.
• Mentor less experienced team members on troubleshooting SaaS products.
• Document problems clearly via phone, email, chat, and portal in ticketing system.
• Work rotating shifts between 8am-8pm EST with occasional overtime.

Skills

Care facility process knowledge

RCA certification asset

Excellent communication

Fast-paced environment

Multi-task and prioritize

Learn complex software

Active listening

Customer focus and empathy

PointClickCare experience

Education

Bachelor's degree or higher preferred

Job description

PointClickCare is seeking a seasoned Sr. Solutions Analyst with SaaS experience to deliver exceptional customer support for cloud-based healthcare solutions. You will troubleshoot complex issues, document steps, and mentor teammates while balancing multiple tasks in a fast-paced environment.

You will report to the Sr Manager, Customer Support and collaborate across teams to continually improve service delivery and patient care workflows.