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(Canada) Solutions Analyst- Pharmacy

2 weeks, 1 day ago
Canada
Full-time
Junior
Customer Support
Customer and Technical Support
Apply Now
PointClickCare

PointClickCare

PointClickCare provides a leading cloud-based healthcare software platform that enables long-term and post-acute care providers to effectively manage the complete lifecycle of resident care while enhancing operational efficiency and improving resident ...

Health Care Providers & Services
1K-5K
Founded 2000
$232M raised
View All Jobs 68

Description

  • Provide responsive, empathetic customer support for clients using the application.
  • Support users administering, configuring, and troubleshooting the software.
  • Resolve simple to moderately complex technical issues through log analysis, research, and problem recreation.
  • Document issues, troubleshooting steps, and resolutions in the help desk ticketing system across phone, email, chat, and web portal channels.
  • Use and maintain the knowledge base, including contributing new or updated content when needed.
  • Meet or exceed service delivery guidelines and key performance indicators.
  • Collaborate cross-functionally to deliver high customer satisfaction and effective resolutions.
  • Participate in improving operational tools and processes.
  • Work independently or with a remote team to support organizational goals.
  • Be available during weekday coverage between 8am ET and 9pm ET, with occasional overtime, weekends, holidays, and on-call support as needed.

Requirements

  • Post-secondary education in Information Technology or a related technical field preferred.
  • Post-secondary education required.
  • Experience in a technical support role is an asset.
  • Experience supporting and troubleshooting web-based software applications.
  • Experience using diagnostic tools to resolve customer issues preferred.
  • Sound understanding of API and service technologies and functions.
  • Prior experience with PointClickCare is an asset, including Orders, eMAR, and HL7 messages.
  • Prior experience with Salesforce/Service Cloud.
  • Previous experience with IMM (Integrated Medication Management), pharmacy integrations, or HL7 workflows is preferred.
  • Knowledge of pharmacy operations and medication management workflows in skilled nursing and long-term care facilities is preferred.

Benefits

  • Remote role with required travel to office events in Mississauga and/or Salt Lake City.
  • Opportunities for training and ongoing development.
  • Work at a founder-led, privately held health tech company with a strong R&D investment.
  • Meaningful work supporting healthcare providers and patient care.
  • Accommodations available upon request during the hiring process.

Interested in this position?

Apply directly on the company website

Apply Now

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