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US- Solutions Analyst (QMar- EHR Support)

3 hours, 31 minutes ago
United States
Full-time
Junior
Technical Support Engineer
Customer and Technical Support
Kibana
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
1001-5000
Founded 2000
$232M raised
View All Jobs 7

Description

  • Provide empathetic, high-quality support to clients using and configuring clinical applications.
  • Develop expertise in cloud-based software that supports clinical workflows and patient care.
  • Troubleshoot simple to moderately complex technical issues through log analysis, research, and issue recreation.
  • Collaborate with cross-functional teams to resolve issues and maintain customer satisfaction.
  • Create and use internal knowledge-base content to improve support efficiency.
  • Meet service-delivery standards and key performance indicators.
  • Document customer interactions, investigation steps, and resolutions in the help desk ticketing system.
  • Work weekdays from 11 AM to 8 PM EST, with occasional overtime, weekend, holiday, and on-call coverage.

Requirements

  • 1–2 years of experience in a customer support environment.
  • Experience in SaaS-based customer and technical support environments.
  • Understanding of clinical workflows and business processes in long-term care or medical facilities.
  • Experience supporting and troubleshooting web-based SaaS applications.
  • Strong problem-solving skills and ability to manage customer expectations.
  • Excellent written and verbal communication skills, customer empathy, and attention to detail.
  • Ability to work effectively in a fast-paced, high-demand environment and collaborate with technical teams.
  • Experience with Salesforce Service Cloud or similar support platforms and diagnostic tools.
  • Experience using AI tools or assistants such as Microsoft Copilot or ChatGPT.
  • QuickMAR, Kibana, AppDynamics, PointClickCare platform, long-term healthcare industry, clinical administration, or HealthTech experience (preferred).
  • Nursing or care-setting knowledge, including skilled nursing, home health, or hospice experience such as RN, CNA, or LPN (preferred).
  • Post-secondary education in healthcare, business administration, or information technology (preferred).

Benefits

  • Benefits starting 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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