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US- Sr Solutions Analyst (Care Services)

1 week ago
United States
Full-time
Junior
Customer Support
Customer and Technical Support
CRM
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 timely customer support to users through multiple communication channels.
  • Manage incoming support cases by prioritizing issues based on severity and routing them to other teams when needed.
  • Take ownership of unresolved cases and follow up until they are closed.
  • Build and maintain strong client relationships through timely customer follow-up.
  • Maintain knowledge articles for the support portal and frequently asked questions.
  • Document daily communications, transactions, issues, and resolutions in the CRM system.
  • Support the team’s goals, objectives, and deliverables.
  • Work scheduled shifts between 8am and 8pm as required.
  • Participate in improving operational tools and processes.
  • Collaborate with internal and external stakeholders while working independently or in a remote team.

Requirements

  • Must be located in the US for eligibility.
  • Remote roles require travel to the Mississauga and/or Salt Lake City office for onboarding, team events, and semi-annual or annual meetings.
  • Hybrid roles require living within commuting distance of the specified office location.
  • Exposure to AI tools and a desire to use them to improve work and user experience.
  • Ability to handle clients professionally and confidently.
  • Ability to manage concurrent tasks, prioritize work, and coordinate assignments effectively.
  • Strong critical thinking and time management skills in a fast-paced environment.
  • Sound understanding of API and service technologies and functions.
  • Degree or post-secondary education in Information Technology or a related technical field preferred.
  • Experience in a technical support position is an asset.
  • Expertise in care delivery for senior living facilities preferred.

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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