Remote opportunity at
PointClickCareSolutions Analyst (Acute and Payer-General Support)
PointClickCare is currently seeking a Solutions Analyst for an Acute and Payer-General Support role. This position operates on a remote basis, though employees may need to…
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About This Role
PointClickCare is currently seeking a Solutions Analyst for an Acute and Payer-General Support role. This position operates on a remote basis, though employees may need to travel to company offices in Mississauga or Salt Lake City for specific in-person events such as team meetings, onboarding, and collaborative sessions. As a Solutions Analyst, you will act as a customer-facing support specialist responsible for managing technical and integration cases. You will address…
Job Description
PointClickCare is currently seeking a Solutions Analyst for an Acute and Payer-General Support role. This position operates on a remote basis, though employees may need to travel to company offices in Mississauga or Salt Lake City for specific in-person events such as team meetings, onboarding, and collaborative sessions.
As a Solutions Analyst, you will act as a customer-facing support specialist responsible for managing technical and integration cases. You will address complex issues, serve as a bridge between internal teams and external clients, and advocate for customers regarding high-priority concerns. The role requires handling software troubleshooting, log analysis, and problem recreation while maintaining clear documentation in help desk systems.
This position is suited for professionals with experience in SaaS technical support who possess strong problem-solving capabilities and excellent communication skills. Candidates must be available to work regular weekday hours from 11 AM to 8 PM EST, with expectations for occasional overtime, weekends, holidays, and on-call duties as necessary.
Responsibilities
- Deliver empathetic and high-quality assistance to clients configuring and utilizing clinical applications
- Acquire thorough knowledge of cloud-based software to support patient care and clinical workflows
- Investigate and troubleshoot technical problems through log examination, research, and issue replication
- Work collaboratively across departments to guarantee customer satisfaction and prompt problem resolution
- Contribute to and utilize the internal knowledge base to enhance operational support efficiency
- Meet or exceed defined service delivery key performance indicators and performance standards
- Record all customer interactions, investigative steps, and resolutions accurately in the ticketing system
- Maintain availability for weekday shifts from 11 AM to 8 PM EST, alongside occasional overtime, weekends, holidays, and on-call rotations
Requirements
- One to two years of background in SaaS support, technical support, or operations support
- Demonstrated problem-solving abilities and skill in managing client expectations
- Strong written and verbal communication abilities
- Comfort working in fast-paced and high-demand environments
- Quick learner with strong technical aptitude, attention to detail, and analytical capabilities
- Experience collaborating alongside cross-functional technical teams including Product, Engineering, and QA
- Background supporting and troubleshooting web-based SaaS applications
- Familiarity working with CRM or help desk platforms like Salesforce Service Cloud or Zendesk
Qualifications
- Understanding of clinical workflows within long-term care or medical facilities
- Familiarity with diagnostic and observability tools and techniques applied in resolving customer issues
- Exposure to artificial intelligence tools and a willingness to apply them to improve product management and capabilities
Core Skills
Benefits
- Benefits effective starting on the first day of employment
- Retirement plan matching contributions
- Flexible paid time off
- Wellness support programs and resources
- Parental and caregiver leaves
- Fertility and adoption support
- Continuous development support program
- Employee assistance program
- Allyship and inclusion communities
- Employee recognition initiatives
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this position remote?
Yes, this is a remote role, though it requires occasional travel to the Mississauga or Salt Lake City offices for onboarding, team meetings, and events.
What are the working hours for this role?
The regular schedule is weekdays from 11 AM to 8 PM EST, with occasional requirements for overtime, weekends, holidays, and on-call shifts.
What experience is required to apply?
Candidates must have one to two years of experience in SaaS support, technical support, or an operations support environment.
What is the salary range for this position?
The salary is not stated in the job posting.
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