US- Solutions Analyst (QMar- EHR Support)

PointClickCare

5d • $58,000 - $65,000 • Remote

About The Position

PointClickCare is seeking a Solutions Analyst to support customers using its cloud-based healthcare applications. The role focuses on delivering an exceptional customer experience while resolving technical questions in SaaS support environments, particularly those connected to clinical settings. The analyst supports clients as they manage, configure, and use clinical applications and develops expertise in software supporting long-term care workflows and patient care.

The role requires calm, methodical troubleshooting of simple to moderately complex system issues, using log analysis, research, and issue recreation. The analyst works independently and collaboratively, communicates with customers through various channels, documents investigations and resolutions in a help desk ticketing system, and contributes to internal knowledge resources. The position is remote, with travel to Mississauga and/or Salt Lake City offices for events such as onboarding and team meetings. The weekday schedule is 11 AM to 8 PM EST, with occasional overtime, weekend, holiday, and on-call shifts as required. This is an overtime-eligible role with a stated US base salary range of $58,000 to $65,000 per year.

Requirements

• 1–2 years of previous work experience in a customer support environment.
• Proven background in SaaS customer and technical support environments.
• Strong understanding of clinical workflows and business processes in long-term care or medical facilities.
• Demonstrated problem-solving skills and ability to manage customer expectations.
• Excellent written and verbal communication skills.
• Comfort working in fast-paced, high-demand environments.
• Quick learning ability and strong technical aptitude.
• Detail-oriented, analytical, patient, and an active listener.
• High level of customer focus and empathy.
• Experience collaborating with cross-functional technical teams.
• Experience supporting and troubleshooting web-based SaaS applications.
• Familiarity with diagnostic tools used to resolve customer issues.
• Experience leveraging AI tools and assistants, such as MS Copilot or ChatGPT.
• Experience using Salesforce/Service Cloud or similar support platforms.

Nice To Haves

• Prior experience with QuickMAR software.
• Long-term care industry and PointClickCare platform experience.
• Working knowledge of nursing, skilled nursing, home health, or hospice (RN, CNA, or LPN experience).
• Degree or post-secondary education in healthcare, business administration, or information technology.
• Previous work experience in clinical administration or HealthTech.
• Experience with Kibana and AppDynamics.

Responsibilities

• Provide empathetic, high-quality support to clients managing, configuring, and using clinical applications.
• Develop deep expertise in cloud-based software supporting clinical workflows and patient care in long-term care settings.
• Troubleshoot technical issues through log analysis, research, and problem recreation.
• Collaborate cross-functionally to promote customer satisfaction and timely issue resolution.
• Use and contribute to the internal knowledge base to improve support efficiency.
• Meet or exceed service delivery standards and key performance indicators.
• Document customer interactions, investigative steps, and resolutions accurately in the help desk ticketing system.
• Work weekdays from 11 AM to 8 PM EST and take 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 and caregiver leaves.
• Fertility and 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