Canada- Sr Solutions Analyst (Care Services)

PointClickCare • Mississauga, ON

34d • CA$60,000 - CA$70,000 • Remote

About The Position

At PointClickCare, our mission is to help providers deliver exceptional care, starting with our people. As a leading, founder-led, and privately held health tech company, we empower employees to innovate and shape the future of healthcare. With a vast dataset and a Marketplace of over 400 integrated partners, our platform serves more than 30,000 provider organizations, impacting millions of lives. We reinvest a significant portion of our revenue into research and development, providing employees with the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and by Canada's Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. We empower our people to be architects of a smarter, human-first healthcare future, accelerated by AI. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making, enhancing collaboration and improving outcomes. Our hiring practices uncover AI expertise, and we invest in training and development to nurture innovation. Join us in redefining healthcare so it thrives.

For Remote Roles: In-office events requiring travel to Mississauga and/or Salt Lake City offices will occur, including onboarding, team events, and semi-annual/annual meetings.

For Hybrid Roles: Residing within commutable distance to the specified office location is required, including weekly/bi-weekly/monthly in-office team events.

Must be located in the US for Eligibility.

Our Support team provides end-user support to our diverse base of professionals, acting as the first point of contact for a wide range of technology-related issues. This is an opportunity to expand technical skills and deliver exceptional customer service. PointClickCare is seeking a motivated individual to join the Senior Care team as a Support Analyst.

Requirements

• Exposure to AI tools and a desire to leverage them to enhance your work content and user experience
• Ability to handle clients professionally and with a high level of confidence during all interactions
• Ability to work on concurrent tasks while effectively organizing, prioritizing, and coordinating work assignments for self and other team members
• Must excel in a fast-paced environment where critical thinking and time management skills are required for success
• Sound understanding of API and service technologies and functions
• Take initiatives and help establish a positive team environment built on mutual trust and respect
• Participate in the development and improvement of operational tools and processes
• Demonstrate personal leadership attributes by incorporating commitments to ongoing development and continuous learning
• Innovative thinker who is positive, proactive, takes accountability and readily embraces change
• Must be able to work autonomously or as part of a remote team to support and contribute towards the overall organizational goals
• Ability to establish and maintain effective working relationships with internal and external stakeholders
• Degree, or Post-Secondary Education - Information Technology, or related technical field preferred
• Experience in a technical support position an asset
• Expertise in Care Delivery for Senior Living Facilities

Responsibilities

• Provide timely and world-class customer support to users via multiple channels
• Manage incoming support cases by prioritizing based on severity and/or re-route to other departments as required
• Take ownership and follow up on open cases which are unresolved
• Build strong client relationships by following up with customers in a timely manner
• Maintain knowledge articles for publishing on the support portal for customers to find frequently asked questions
• Maintain records of daily communications, transactions, problems, and remedial actions taken in the CRM system
• Support the department’s goals, objectives, and deliverables
• Work shifts between 8am and 8pm as required

Benefits

• Performance based bonus
• Fulltime 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

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree