Solutions Analyst - Clinical

Summary

Join PointClickCare's Support team as a Clinical Support Analyst and provide world-class customer support to healthcare professionals. You will manage incoming support cases, build strong client relationships, and maintain knowledge articles. This fast-paced role requires excellent communication, problem-solving, and time management skills. A degree in Information Technology or a related field is preferred, along with experience in technical support. PointClickCare offers a competitive salary and benefits package, including retirement plan matching, flexible paid time off, wellness programs, and more.

Requirements

• Ability to handle clients professionally and with a high level of confidence during all interactions
• Ability to work on concurrent tasks while effectively organizing, prioritizing, and coordinating work assignments for self and other team members
• Must excel in a fast-paced environment where critical thinking and time management skills are required for success
• Sound understanding of API and service technologies and functions
• Take initiatives and help establish a positive team environment built on mutual trust and respect
• Participate in the development and improvement of operational tools and processes
• Demonstrate personal leadership attributes by incorporating commitments to ongoing development and continuous learning
• Innovative thinker who is positive, proactive, takes accountability and readily embraces change
• Must be able to work autonomously or as part of a remote team to support and contribute towards the overall organizational goals
• Ability to establish and maintain effective working relationships with internal and external stakeholders

Responsibilities

• Provide timely and world class customer support to users via multiple channels
• Manage incoming support cases by prioritizing based on severity and or re-route to other departments as required
• Take ownership and follow up on open cases which are unresolved
• Build strong client relationships by following up with customers in a timely manner
• Maintain knowledge articles for publishing on the support portal for customers to find frequently asked questions
• Maintain records of daily communications, transactions, problems, and remedial actions taken in the CRM system
• Support the department’s goals, objectives, and deliverables
• Work shifts between 8am and 8pm as required

Preferred Qualifications

• Degree, or Post-Secondary Education -Information Technology, or related technical field preferred
• Experience in a technical support position an asset
• MDS 3.0 Expertise
• MDS Coordinator Experience

Benefits

• Retirement Plan Matching
• Flexible Paid Time Off
• Wellness Support Programs and Resources
• Parental & Caregiver Leaves
• Fertility & Adoption Support
• Continuous Development Support Program
• Employee Assistance Program
• Allyship and Inclusion Communities
• Employee Recognition