Solutions Analyst (Acute and Payer-General Support)

PointClickCare

19d • $58,000 - $63,000 • Remote

About The Position

At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare. With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey. Join us in redefining healthcare — so it doesn’t just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn. As a Solutions Analyst, you are responsible for the delivery and management of technical and integration interactions and will own the most challenging and interesting cases. Being a customer facing support expert, you will be solution focused, and service oriented to advocate for the customers when working or escalating high priority cases and issues. In Customer operations, being a support liaison means you must solve technical issues both internally and externally, and maintain strong communication between both sides, reporting into the Manager, Customer Support for all technical support needs.

Requirements

• Exposure to AI tools and a desire to leverage them to enhance product management practices and product capabilities.
• 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.
• Familiarity with diagnostic/observability tools and techniques used to resolve customer issues (preferred).
• Experience with CRM/help desk platforms (e.g., Salesforce Service Cloud, Zendesk, or similar).

Nice To Haves

• Understanding of clinical workflows in long term care or medical facilities (preferred, not required)
• Familiarity with diagnostic/observability tools and techniques used to resolve customer issues (preferred).

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.

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees