US- Sr. Solutions Analyst (Clinical)

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

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.

Position Summary:

We are looking for a seasoned Sr. Solutions Analyst who has worked with SaaS software. Your focus is on providing an exceptional customer experience while handling complex technical queries and complaints for our cloud-based healthcare solutions.

We are looking for someone who can prioritize daily tasks to resolve customer problems, independently or with others, in a timely manner using various communication channels.

To do well in this role you need to be able to remain calm while trouble-shooting complex system issues with customers. As well, a strong understanding of administrative tasks and workflows for long term care and medical facilities is crucial to your success.

Reporting to the Sr Manager, Customer Support

Key Duties and 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 and Qualifications:

• Understand the business processes and practices within a long-term care or medical facility.

• Formalized approach to problem-solving, certification in RCA an asset.

• Excellent communication skills, written and oral with acumen for conveying complex concepts to a variety of audiences.

• Energized and motivated by a fast paced, dynamic, high demand working environment.

• Demonstrated ability to multi-task, prioritize, and manage customer expectations.

• Ability to quickly learn more complicated aspects of new software functionality, emerging products, and systems that support them.

• A patient and active listener who is detail-oriented.

• High level of customer focus and empathy.

• Prior experience using the PointClickCare application is required.

Required Experience

• Experience using/supporting PointClickCare

• 1-2 years practical experience supporting and trouble-shooting web-based software applications

• Experience using diagnostic tools to help resolve customer issues

• Experience in Care Delivery, Care Coordination, Business Intelligence, or Financial Performance for either Skilled Nursing, Senior Living, Home Health, or Acute Care facilities

• Bachelors Degree or post-secondary schooling is preferred

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!