Solutions Analyst (Acute and Payer-General Support)

PointClickCare; United States; Teletrabalho; USD 58 000 - 63 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Benefits starting from Day 1!

Retirement Plan Matching

Flexible Paid Time Off

Wellness Support Programs

Resumo da oferta

PointClickCare is seeking a Solutions Analyst to manage technical integrations and provide high-quality, customer-facing support for our cloud-based clinical applications. You will be the liaison between customers and internal teams, solving complex issues and ensuring service excellence.

You will work with CRM platforms like Salesforce Service Cloud or Zendesk, while collaborating with Product, Engineering, and QA to improve processes and outcomes.

Qualificações

• 1–2 years of SaaS support or technical/operations support experience.
• Familiar with CRM/help desk platforms (e.g., Salesforce Service Cloud or Zendesk).
• Experience supporting and troubleshooting web-based SaaS applications.
• Experience collaborating with cross-functional technical teams (Product, Engineering, QA).
• Strong communication skills and the ability to manage customer expectations.

Responsabilidades

• Provide empathetic, high-quality support to clients using our clinical applications.
• Develop deep expertise in our cloud-based software to support clinical workflows.
• Troubleshoot technical issues via logs, research, and problem recreation.
• Collaborate cross-functionally to ensure customer satisfaction and timely resolution.
• Document interactions and resolutions in the help desk system.
• Be available to work Weekdays 11 AM–8 PM EST; overtime, weekends, holidays, and on-call shifts as needed.

Conhecimentos

SaaS support

Cross-functional

Troubleshooting

Customer service

CRM help desk

Communication skills

Technical aptitude

Observability tools

Ferramentas

Salesforce Service Cloud

Zendesk

Descrição da oferta de emprego

At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare.

With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact.Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work.

At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey.

Join us in redefining healthcare — so it doesn’t just survive, it thrives.To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

Travel to Office expectations

For Remote Roles: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings.

For Hybrid Roles: If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role.

Shift work required for eligibility

Job Summary:

As a Solutions Analyst, you are responsible for the delivery and management of technical and integration interactions and will own the most challenging and interesting cases. Being a customer facing support expert, you will be solution focused, and service oriented to advocate for the customers when working or escalating high priority cases and issues.

In Customer operations, being a support liaison means you must solve technical issues both internally and externally, and maintain strong communication between both sides, reporting into the Manager, Customer Support for all technical support needs.

Key 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 key performance indicators (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.

Your Key Strengths:

• Exposure to AI tools and a desire to leverage them to enhance product management practices and product capabilities.
• 1-2 years of SaaS support experience, Technical Support, and or Operations Support environment
• 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.
• Comfortable in fast-paced, high-demand environments.
• Quick learner with strong technical aptitude; detail-oriented, analytical, patient, and an active listener.
• Experience collaborating with cross-functional technical teams (e.g., Product, Engineering, QA).
• Experience supporting and troubleshooting web-based SaaS applications.
• Familiarity with diagnostic/observability tools and techniques used to resolve customer issues (preferred).
• Experience with CRM/help desk platforms (e.g., Salesforce Service Cloud, Zendesk, or similar).

$58,000 - $63,000 a year

At PointClickCare, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $58,000 - $63,000 with fulltime benefits!

Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all US locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.

Overtime-Eligible

#LI-MG1

#LI-Remote

Corp B - S2

PointClickCare Benefits & Perks:

• Benefits starting from Day 1!
• Retirement Plan Matching
• Flexible Paid Time Off
• Wellness Support Programs and Resources
• Parental & Caregiver Leaves
• Fertility & Adoption Support
• Continuous Development Support Program
• Employee Assistance Program
• Allyship and Inclusion Communities
• Employee Recognition … and more!

It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [e-mail] should you require any accommodations. As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment.