[Remote] Solutions Analyst (Acute and Payer-General Support)
Note: The job is a remote job and is open to candidates in USA. PointClickCare is a leading health tech company focused on empowering healthcare providers to deliver exceptional care. As a Solutions Analyst, you will be responsible for managing technical and integration interactions while providing high-quality support to clients and advocating for their needs.
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
Skills
- Exposure to AI tools and a desire to leverage them to enhance product management practices and product capabilities
- 1-2 years of SaaS support experience, Technical Support, and or Operations Support environment
- Strong understanding of business workflows and processes within SaaS or enterprise applications
- Proven problem-solving skills and the 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
- Experience supporting and troubleshooting web-based SaaS applications
- Experience with CRM/help desk platforms (e.g., Salesforce Service Cloud, Zendesk, or similar)
- Understanding of clinical workflows in long term care or medical facilities
- Familiarity with diagnostic/observability tools and techniques used to resolve customer issues
- Experience collaborating with cross-functional technical teams (e.g., Product, Engineering, QA)
Benefits
- Benefits starting from Day 1!
- 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 … and more!
Company Overview
Company H1B Sponsorship