US- Sr. Solutions Analyst (TAM- Clinical)

PointClickCare; United States; Remote; USD 90,000 - 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 … and more!

Job summary

PointClickCare is seeking a seasoned Sr. Solutions Analyst to deliver exceptional cloud-based customer support for long-term care software. You will triage complex technical issues, analyze logs, and document steps clearly to ensure rapid resolutions.

You will mentor teammates, enhance the knowledge base, and collaborate with teams to meet service metrics. Remote with EST coverage and travel as needed.

Qualifications

• 5+ years of experience in customer support or SaaS environments.
• Experience troubleshooting complex SaaS platforms in healthcare.
• Strong analytical skills with log analysis and problem recreation.
• Excellent written and verbal communication; comfortable with knowledge bases and tickets.

Responsibilities

• Provide world class customer support and deliver successful outcomes for clients with challenging needs related to administration, configuration, and usage of the cloud-based application.
• Develop deep understanding of our cloud-based software to support patient care in long-term care facilities.
• Facilitate resolution of complex technical issues via log analysis, research, or problem recreation.
• Collaborate cross-functionally to improve service delivery and customer satisfaction.
• Own knowledge base content; contribute updates and improve documentation.
• Mentor junior team members in troubleshooting SaaS products and internal processes.
• Document problems thoroughly via phone, email, chat, and web portal in the help desk system.

Skills

Customer support

SaaS

Log analysis

Research

Problem recreation

Cross-functional

Knowledge base

KCS

Mentoring

Ticketing

Healthcare workflows

RCA

Communication

Multitasking

Learning agility

Active listening

Empathy

PointClickCare experience

Web app support

Diagnostic tools

Care Delivery

Care Coordination

Business Intelligence

Financial Performance

Education

Bachelor's degree or post-secondary schooling

Tools

PointClickCare

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 is 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.

• 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.
• 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.
• 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

#Remote

#MG-LI1

#US

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.

When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: [e-mail].

PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.