Solutions Analyst — AI-Driven Clinical Support

PointClickCare; United States; Hybrid; USD 55,000 - 65,000; Full time

Benefits offered by this job

Benefits from Day 1

Retirement Plan Matching

Flexible PTO

Wellness Support Programs

Parental & Caregiver Leaves

Fertility & Adoption Support

Continuous Development Support

Employee Assistance Program

Allyship & Inclusion Communities

Employee Recognition

Job summary

PointClickCare is hiring a Support Analyst on the Clinical team to deliver end-user support for a diverse customer base. You will be the first point of contact for technology-related issues and work to expand your technical skills while delivering outstanding service.

You will manage cases, build client relationships, and contribute to knowledge resources. This role requires flexibility to work 8am–8pm and may involve collaboration with remote teams and multiple offices.

Qualifications

• Degree or post-secondary education in Information Technology or a related technical field is preferred.
• Experience in a technical support position is an asset.
• MDS 3.0 expertise is a plus.
• MDS coordinator experience is an asset.

Responsibilities

• Provide timely and world class customer support to users via multiple channels.
• Manage incoming support cases by prioritizing based on severity and/or reroute to other departments as required.
• Take ownership and follow up on open cases which are unresolved.
• Build strong client relationships by following up with customers in a timely manner.
• Maintain knowledge articles for publishing on the support portal for customers to find FAQs.
• Maintain records of daily communications, transactions, problems, and remedial actions taken in the CRM system.
• Support the department’s goals, objectives, and deliverables.
• Work shifts between 8am and 8pm as required.

Skills

AI tools exposure

Client relationship management

multitasking & prioritization

fast-paced environment

API & services knowledge

initiative & leadership

remote team collaboration

stakeholder management

MDS 3.0 Expertise

MDS Coordinator Experience

Education

IT degree or related field preferred

Job description

PointClickCare is hiring a Support Analyst on the Clinical team to deliver end-user support for a diverse customer base. You will be the first point of contact for technology-related issues and work to expand your technical skills while delivering outstanding service.

You will manage cases, build client relationships, and contribute to knowledge resources. This role requires flexibility to work 8am–8pm and may involve collaboration with remote teams and multiple offices.