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Solutions Analyst (TAM, Customer Support)

3 weeks ago
United States
Full-time
Junior
Technical Account Manager
Data Science and Analytics
Confluence Datadog JavaScript New Relic OAuth OpenID Connect REST API SOAP SQL SQL Server XML
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 57

Description

  • Deliver and manage technical and integration interactions, including the most challenging customer cases.
  • Troubleshoot and resolve complex technical and integration issues by phone and through electronic channels.
  • Work cross-functionally to manage escalations, communicate root causes and solutions, and drive case resolution.
  • Accurately document user problems according to SOPs to support defect investigation and prevent recurrence.
  • Stay current on new features, tools, and functionality to maintain product expertise and help upskill support peers.
  • Coordinate and execute internal and external meetings to resolve customer problems.
  • Contribute to and help maintain the knowledge base.
  • Provide both business-user functional support and technical support.
  • Track trends affecting functionality, availability, capacity, user satisfaction, and infrastructure performance.

Requirements

  • Post-secondary education, preferably in Information Technology or a related field.
  • 1-2 years of SaaS support experience.
  • Experience supporting APIs, OAuth, OpenID, SOAP, REST, JavaScript, SQL, HL7, and XML.
  • Aptitude for data analysis and interpretation or experience in Quality Assurance.
  • Ability to multitask, prioritize, and manage customer expectations in a fast-paced, high-demand environment.
  • Strong communication, relationship management, problem-solving, and documentation skills with attention to detail.
  • Strong technical investigative and analytical skills.
  • Availability to work 8am to 8pm EST on weekdays, with occasional weekends and on-call coverage as required.
  • Experience with AppDynamics, Rhapsody Integration Engine, or Laboratory/Radiology/Pharmacy Management Systems is a plus.
  • Experience with performance monitoring tools, cloud infrastructure, scalable web applications, New Relic, DataDog, Salesforce/Service Cloud, Right Answers, Confluence, KCS, SQL Server, or ITIL principles is preferred.

Benefits

  • Base salary range of $55,000 to $62,000 per year.
  • Full-time benefits.
  • Benefits starting from Day 1.
  • Retirement plan matching.
  • Flexible paid time off.
  • Wellness support programs and resources.
  • Parental and caregiver leaves.
  • Fertility and adoption support.
  • Continuous development support program.
  • Employee assistance program.

Interested in this position?

Apply directly on the company website

Apply Now

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