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US- Sr. Solutions Analyst (Clinical)

3 hours, 9 minutes ago
United States
Full-time
Senior
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 54

Description

  • Provide customer support for application administration, configuration, and utilization issues.
  • Analyze logs, research problems, and recreate issues to resolve complex technical incidents.
  • Collaborate cross-functionally to deliver customer resolutions and satisfaction.
  • Use and improve the knowledge base, applying and promoting KCS methodologies.
  • Document customer issues, investigation steps, and resolutions in the help desk ticketing system.
  • Mentor less experienced team members on SaaS troubleshooting, support practices, and internal processes.
  • Meet or exceed service delivery guidelines and key performance indicators.
  • Work rotating weekday shifts between 8 a.m. and 8 p.m. EST, with occasional scheduled overtime on weekends or holidays.

Requirements

  • Prior experience using or supporting the PointClickCare application is required.
  • 1–2 years of experience supporting and troubleshooting web-based software applications.
  • Experience using diagnostic tools to resolve customer issues.
  • Knowledge of business processes in long-term care or medical facilities.
  • Experience in care delivery, care coordination, business intelligence, or financial performance within skilled nursing, senior living, home health, or acute care.
  • Strong written and verbal communication skills, including the ability to explain complex concepts.
  • Ability to troubleshoot, multitask, prioritize, and manage customer expectations in a fast-paced environment.
  • Patient, detail-oriented, empathetic, and active listener with a strong customer focus.
  • Formal problem-solving approach; root-cause analysis certification is an asset.
  • Bachelor’s degree or post-secondary education preferred.

Benefits

  • Benefits available starting on day one.
  • Retirement plan matching.
  • Flexible paid time off.
  • Wellness support programs and resources.
  • Parental, caregiver, fertility, and adoption support.
  • Continuous development support program.
  • Employee Assistance Program.
  • Allyship and inclusion communities.

Interested in this position?

Apply directly on the company website

Apply Now

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