Remote opportunity at
PointClickCareUS - Sr Solutions Analyst (EHR Support)
PointClickCare is hiring a Senior Solutions Analyst to provide electronic health record support for its cloud-based healthcare solutions. This role focuses on delivering customer service and…
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About This Role
PointClickCare is hiring a Senior Solutions Analyst to provide electronic health record support for its cloud-based healthcare solutions. This role focuses on delivering customer service and addressing complex technical inquiries and complaints from users across long-term and post-acute care facilities. Reporting to the Customer Support Manager, the successful candidate will manage support requests, maintain knowledge base articles, and log communications using CRM software. Travel to offices in Mississauga or Salt…
Job Description
PointClickCare is hiring a Senior Solutions Analyst to provide electronic health record support for its cloud-based healthcare solutions. This role focuses on delivering customer service and addressing complex technical inquiries and complaints from users across long-term and post-acute care facilities. Reporting to the Customer Support Manager, the successful candidate will manage support requests, maintain knowledge base articles, and log communications using CRM software. Travel to offices in Mississauga or Salt Lake City is required for specific events such as onboarding and team meetings.
The ideal candidate is skilled in handling difficult customer interactions calmly while troubleshooting intricate system problems. Applicants should possess a background in software customer support, familiarity with administrative workflows in medical facilities, and an understanding of API and service technologies. This position allows the selected individual to work autonomously or as part of a distributed team to help meet organizational objectives.
Responsibilities
- Deliver client support across multiple communication channels
- Prioritize incoming cases based on severity levels or route them to appropriate departments
- Take ownership of open issues and ensure timely follow-up with clients
- Create and maintain knowledge articles for the customer support portal
- Log daily customer interactions, transactions, issues, and resolutions within the CRM system
- Contribute to departmental objectives and support team training initiatives
Requirements
- Between two and three years of experience in technical customer service, help desk support, or customer support
- Ability to manage concurrent tasks and organize work assignments independently and for team members
- Strong time management and critical thinking skills for a fast-paced environment
- Comprehension of API and service technologies
- Familiarity with administrative procedures and workflows in long-term care and medical settings
- Commitment to adhering to company information security policies and procedures
Qualifications
- Previous industry experience with long-term and post-acute care and the PointClickCare platform
- A post-secondary degree or education in Information Technology, Business Administration, or Healthcare
Core Skills
Benefits
- Benefits starting on day one
- Retirement plan matching
- 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
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this a remote position?
Yes, this is a remote role, though it requires occasional travel to company offices in Mississauga or Salt Lake City for onboarding, team events, and semi-annual or annual meetings.
What experience is required for this role?
Candidates must have 2 to 3 years of experience in technical customer service, help desk support, or customer support, along with a solid understanding of administrative workflows in medical facilities and API technologies.
What is the salary for this position?
The salary for this position is not stated in the job posting.
What benefits are offered?
PointClickCare offers day-one benefits, retirement plan matching, flexible paid time off, wellness programs, parental and caregiver leaves, fertility and adoption support, and continuous development resources.
Sample Interview Questions
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