[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 providers to deliver exceptional care. The Solutions Analyst will manage technical interactions, provide customer support, and ensure timely resolution of issues while advocating for clients.
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
- 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 collaborating with cross-functional technical teams (e.g., Product, Engineering, QA)
- Experience supporting and troubleshooting web-based SaaS applications
- Experience with CRM/help desk platforms (e.g., Salesforce Service Cloud, Zendesk, or similar)
- Be available to work weekdays from 11 AM to 8 PM EST, with occasional overtime, weekend, holiday, and on-call shifts as required
- Understanding of clinical workflows in long term care or medical facilities
- Familiarity with diagnostic/observability tools and techniques used to resolve customer issues
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