Solutions Analyst

Summary

Join PointClickCare as a Solution Analyst and deliver exceptional customer experiences in a SaaS-based clinical support environment. You will troubleshoot technical issues, collaborate with cross-functional teams, and leverage internal knowledge bases to resolve customer queries related to our cloud-based healthcare applications. This role requires strong problem-solving skills, excellent communication, and a deep understanding of clinical workflows in long-term care. Success involves prioritizing tasks, meeting service delivery standards, and accurately documenting customer interactions. Shift work, including evenings, weekends, and holidays, is required. The position offers competitive hourly pay and overtime eligibility.

Requirements

• Strong understanding of clinical workflows and business processes in long-term care or medical facilities
• Demonstrated problem-solving skills and ability to manage customer expectations
• Excellent written and verbal communication skills
• Comfortable in fast-paced, high-demand environments
• Quick learner with strong technical aptitude
• Detail-oriented, analytical, patient, and an active listener
• High level of customer focus and empathy

Responsibilities

• Provide empathetic, high-quality support to clients managing, configuring, and using our clinical applications
• Develop deep expertise in our cloud-based software to support clinical workflows and patient care in long-term care settings
• Troubleshoot technical issues through log analysis, research, and problem recreation
• Collaborate cross-functionally to ensure customer satisfaction and timely issue resolution
• Leverage and contribute to the internal knowledge base to improve support efficiency
• Consistently meet or exceed service delivery standards and key performance indicators (KPIs)
• Accurately document customer interactions, investigative steps, and resolutions using our help desk ticketing system
• Be available to work weekdays from 11 AM to 8 PM EST, with occasional overtime, weekend, holiday, and on-call shifts as required

Preferred Qualifications

• Familiarity with PointClickCare software is a strong asset
• Experience collaborating with cross-functional technical teams
• Experience supporting and troubleshooting web-based SaaS applications
• Familiarity with diagnostic tools used to resolve customer issues
• Prior experience with PointClickCare modules (e.g., UDAs, MDS, POC)
• Experience leveraging AI tools and assistants (e.g., MS Co-Pilot, ChatGPT)
• Experience using Salesforce/Service Cloud or similar support platforms
• Previous work experience in Clinical Administration or HealthTech (preferred but not required)
• Proven background in SaaS customer and technical support environments
• Experience with Kibana and AppDynamics (preferred but not required)

Benefits

• $30 - $35 an hour
• Contract
• Overtime Eligible