PointClickCare

Compensation

Full Description

Note: The job is a remote job and is open to candidates in USA. PointClickCare is a leading health tech company focused on delivering exceptional care through innovative solutions. They are seeking a seasoned Sr. Solutions Analyst to provide exceptional customer support and resolve complex technical queries related to their cloud-based healthcare solutions. Responsibilities • Provide world class customer support and produce successful outcomes for clients with pressing challenges relating to administration, configuration, and utilization the application • Develop an in-depth understanding of our cloud-based software to support processes and patient care in long term care facilities • Facilitate the resolution of complex technical issues by way of log analysis, research, or problem recreation • Work cross-functionally within the organization, to deliver quality, satisfaction, and resolutions to customers • Effectively use and search the knowledge base, consistently contributing new or updated superior quality content • Enhance, advocate, and exemplify KCS methodologies in addition to authoring and updating knowledgebase content • Works to frequently exceed established service delivery guidelines and key performance indicators • Mentor less experienced team members on trouble shooting SaaS products, customer support best practices, and internal processes • Thoroughly document problems via phone, email, chat, and web portal to accurately record the issue, investigative steps, and resolution using our help desk ticketing system • Be available to work rotating shifts between 8am to 8pm EST on weekdays with an occasional need for scheduled overtime on weekends and holidays as determined by business need Skills • Understand the business processes and practices within a long-term care or medical facility • Formalized approach to problem-solving, certification in RCA an asset • Excellent communication skills, written and oral with acumen for conveying complex concepts to a variety of audiences • Energized and motivated by a fast paced, dynamic, high demand working environment • Demonstrated ability to multi-task, prioritize, and manage customer expectations • Ability to quickly learn more complicated aspects of new software functionality, emerging products, and systems that support them • A patient and active listener who is detail-oriented • High level of customer focus and empathy • Prior experience using the PointClickCare application is required • Experience using/supporting PointClickCare • 1-2 years practical experience supporting and trouble-shooting web-based software applications • Experience using diagnostic tools to help resolve customer issues • Experience in Care Delivery, Care Coordination, Business Intelligence, or Financial Performance for either Skilled Nursing, Senior Living, Home Health, or Acute Care facilities • Bachelors Degree or post-secondary schooling is preferred 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 … and more! Company Overview • PointClickCare develops web-based products and services to help long-term care providers manage the complete lifecycle of resident care. It was founded in 1995, and is headquartered in Mississauga, Ontario, CAN, with a workforce of 1001-5000 employees. Its website is http://www.pointclickcare.com. Company H1B Sponsorship • PointClickCare has a track record of offering H1B sponsorships, with 17 in 2025, 11 in 2024, 11 in 2023, 17 in 2022, 4 in 2021. Please note that this does not guarantee sponsorship for this specific role.