Description
At PointClickCare, our mission is simple: to help providers deliver exceptional care. We are seeking a Solution Analyst with proven experience in SaaS-based customer and technical support environments, particularly within clinical environments.
Your primary focus will be delivering exceptional customer experiences while resolving technical queries related to our cloud-based healthcare applications. You should be comfortable prioritizing tasks and resolving customer issues independently or collaboratively using various communication channels and tools.
Key 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.
Your Key Strengths:
- Prior experience with the QuickMAR software preferred.
- LTHC Industry and PCC Platform Experience (Preferred not required)
- Working knowledge of Nursing, Skilled Nursing, Home and Hospice (RN, CNA, LPN, Preferred not required)
- 1-2 years previous work experience in a Customer Support Environment
- Degree, or Post-Secondary Education in HealthCare, Business Administrations, Information Technology (Preferred not required)
- 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.
- Comfortable in fast-paced, high-demand environments.
- Quick learner with 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 (e.g., MS Co-Pilot, ChatGPT)
- Experience using Salesforce/Service Cloud or similar support platforms.
- Previous work experience in Clinical Administration or HealthTech (preferred but not required).
- Proven background in SaaS customer and technical support environments.
- Experience with Kibana and AppDynamics (preferred but not required).
Additional Information: PointClickCare offers benefits starting from Day 1, including 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, and more.