Remote opportunity at
American Healthtech, a PointClickCare CompanyUS - Sr Solutions Analyst (EHR Support)
American Healthtech, a PointClickCare Company, is seeking a Senior Solutions Analyst to join its customer support team. In this role, you will manage complex technical queries…
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About This Role
American Healthtech, a PointClickCare Company, is seeking a Senior Solutions Analyst to join its customer support team. In this role, you will manage complex technical queries and complaints regarding cloud-based healthcare SaaS solutions. Your responsibilities include prioritizing daily support cases, communicating with customers across multiple channels, maintaining knowledge articles, and recording interactions in the CRM system. You will also help train and guide team staff while supporting the department's objectives.…
Job Description
American Healthtech, a PointClickCare Company, is seeking a Senior Solutions Analyst to join its customer support team. In this role, you will manage complex technical queries and complaints regarding cloud-based healthcare SaaS solutions. Your responsibilities include prioritizing daily support cases, communicating with customers across multiple channels, maintaining knowledge articles, and recording interactions in the CRM system. You will also help train and guide team staff while supporting the department's objectives.
The position is remote and pays an annual base salary ranging from $60,000 to $70,000 with full-time benefits. Travel to the Mississauga or Salt Lake City offices may be required for events such as onboarding, team meetings, and semi-annual gatherings. This role requires candidates who can remain calm during troubleshooting, handle clients professionally in a fast-paced setting, and work either independently or within a remote team environment.
Responsibilities
- Deliver client support through multiple channels by addressing inquiries and complaints
- Prioritize incoming support tickets based on severity or route them to appropriate departments
- Own open cases to ensure proper follow-up and timely resolution
- Build customer relationships through professional interactions
- Create and update knowledge articles for the customer support portal
- Document communications, transactions, and remedial actions in the CRM system
- Contribute to team goals, staff training, and knowledge-centered service adoption
- Help mentor, evaluate, and guide team members to meet service delivery benchmarks
Requirements
- Two to three years of experience in help desk support, customer service, or technical support roles
- Ability to manage concurrent tasks and organize workloads for self and others
- Strong time management and critical thinking skills for a fast-paced setting
- Familiarity with API and service technologies
- Capacity to work autonomously and collaborate on a remote team
Qualifications
- Prior experience with long-term and post-acute care industries and the PointClickCare platform
- Post-secondary education or degree 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
- Parental and caregiver leaves
- Fertility and adoption support
- Continuous development support programs
- Employee assistance program
- Allyship and inclusion communities
- Employee recognition programs
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the salary for the Sr Solutions Analyst role?
The US base salary range for this position is $60,000 to $70,000 per year, accompanied by full-time benefits.
Is this position remote?
Yes, this is a remote role, though it requires occasional travel to the Mississauga and/or Salt Lake City offices for events like onboarding, team gatherings, and semi-annual meetings.
What experience is required for this position?
Candidates must have two to three years of experience in technical customer service, customer support, or help desk support.
Who does this position report to?
The Senior Solutions Analyst reports directly to the Manager of Customer Support.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.