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Solutions Analyst (Acute and Payer-General Support)

3 hours, 47 minutes ago
United States
Full-time
Junior
Technical Support Engineer
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 48

Description

  • Provide empathetic, high-quality support for clients configuring and using clinical applications.
  • Develop expertise in the company’s cloud-based software and long-term care clinical workflows.
  • Troubleshoot issues through log analysis, research, and problem recreation.
  • Manage and escalate high-priority technical cases while advocating for customers.
  • Collaborate with Product, Engineering, QA, and other teams to resolve issues promptly.
  • Create and maintain accurate case documentation in the help desk ticketing system.
  • Use and improve the internal knowledge base to increase support efficiency.
  • Meet service delivery standards and key performance indicators.
  • Work weekdays from 11 AM to 8 PM EST, with occasional overtime, weekend, holiday, and on-call shifts.

Requirements

  • 1–2 years of SaaS, technical support, or operations support experience.
  • Experience supporting and troubleshooting web-based SaaS applications.
  • Strong understanding of business workflows and processes in SaaS or enterprise applications.
  • Experience with CRM or help desk platforms such as Salesforce Service Cloud, Zendesk, or similar.
  • Strong problem-solving skills and ability to manage customer expectations.
  • Excellent written and verbal communication skills.
  • Technical aptitude, analytical ability, attention to detail, patience, and active-listening skills.
  • Experience collaborating with cross-functional technical teams.
  • Exposure to AI tools and interest in using them to improve product practices and capabilities.
  • Understanding of clinical workflows in long-term care or medical facilities preferred.
  • Familiarity with diagnostic and observability tools preferred.
  • Ability to meet shift-work requirements; remote roles may require travel to Mississauga and/or Salt Lake City offices, while hybrid roles require residence within commuting distance.

Benefits

  • Benefits beginning on day one.
  • Retirement plan matching.
  • Flexible paid time off.
  • Wellness support programs and resources.
  • Parental and caregiver leave.
  • Fertility and adoption support.
  • Continuous development support program.
  • Employee Assistance Program and inclusion communities.

Interested in this position?

Apply directly on the company website

Apply Now

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