US- Technical Solutions Analyst

PointClickCare

5d • $55,000 - $70,000 • Remote

About The Position

As a Technical Solution Analyst, you will be the first point of contact for technical support within our organization. This role is designed as an entry point into our technical support team, offering opportunities for growth and development in a fast-paced environment.

You will apply structured problem analysis to troubleshoot a diverse range of issues, considering multiple factors and variables. Leveraging your technical skills and growth mindset, you will deliver exceptional customer outcomes while fostering a culture of continuous improvement.

Reporting to the Manager, Technical Customer Support

Requirements

• Strong technical skillset with experience in troubleshooting and resolving technical issues.
• Familiarity with troubleshooting strategies and using effective questioning, and the 5 W's and an H.
• Demonstrated knowledge of network protocols technologies and debugging tools, including TCP/IP, HTTP, FTP, SSH, and TLS/SSL.
• Experience with RDBMS (preferably SQL Server), APIs, SSO/MFA, OAuth, OpenID, JavaScript, HL7, and XML.
• Post-secondary diploma or degree in Information Technology or related field.
• Ability to translate complex technical concepts for both technical and non-technical audiences.
• Proficiency with diagnostic tools such as Kibana, AppDynamics, and other log analysis platforms.
• Proven ability to support and troubleshoot web-based software applications.

Nice To Haves

• Previous experience in a technical support role is an asset.
• Familiarity with tools like MS Co-Pilot, ChatGPT, and a desire to leverage AI to enhance support workflows.
• Healthcare Domain Knowledge experience in any of the following: Care Delivery, Care Coordination, Business Intelligence, or Financial Performance or Pharmacy workflows and Integrations for Skilled Nursing, Senior Living, Home Health, or Acute Care facilities.

Responsibilities

• Provide technical support to clients by troubleshooting and resolving issues related to our products and services.
• Utilize effective troubleshooting strategies/techniques to resolve technical problems.
• Collaborate with the technical support team to identify and implement solutions to recurring issues.
• Maintain detailed documentation of support activities and solutions provided.
• Stay up to date with the latest technology trends and advancements in the industry.
• Participate in training and development programs to enhance technical skills and knowledge.

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: Associate degree
• Number of Employees: 501-1,000 employees