Senior SaaS Solutions Analyst — Remote Healthcare

PointClickCare; United States; Remote; USD 46,000 - 51,000; Full time

Benefits offered by this job

Day-1 benefits

Retirement plan matching

Flexible paid time off

Wellness programs

Parental & caregiver leaves

Fertility & adoption support

Development support program

Employee assistance program

Inclusion communities

Employee recognition

Job summary

PointClickCare is seeking a seasoned Sr. Solutions Analyst to deliver exceptional customer support for our cloud-based healthcare solutions. You will handle complex technical inquiries, work across teams, and contribute to knowledge management while ensuring high-quality service delivery.

You will analyze problems, troubleshoot system issues, and document resolutions. The role requires adaptability, strong communication, and a patient, empathetic approach to customers in long-term care settings.

Qualifications

• Experience supporting and troubleshooting web-based software applications.
• Understanding business processes in long-term care or medical facilities.
• Strong communication skills, both written and verbal.

Responsibilities

• Provide world class customer support for cloud-based healthcare SaaS.
• Develop deep understanding of our cloud software to support patient care.
• Troubleshoot complex issues via log analysis and research.
• Collaborate cross-functionally to deliver customer satisfaction.
• Update and contribute to knowledge base with high-quality content.
• Mentor junior team members on best practices and processes.
• Document issues thoroughly with clear resolution steps.
• Work rotating shifts 8am–8pm EST; possible weekend/overtime as needed.

Skills

Customer focus

Communication skills

Care facility knowledge

Problem solving

Multi-tasking

Learn new software

Active listening

Empathy

Education

Bachelor's degree

Job description

PointClickCare is seeking a seasoned Sr. Solutions Analyst to deliver exceptional customer support for our cloud-based healthcare solutions. You will handle complex technical inquiries, work across teams, and contribute to knowledge management while ensuring high-quality service delivery.

You will analyze problems, troubleshoot system issues, and document resolutions. The role requires adaptability, strong communication, and a patient, empathetic approach to customers in long-term care settings.