# Solutions Analyst (Acute and Payer-General Support)

**Company**: PointClickCare
**Work arrangement**: remote
**Experience**: mid
**Job type**: full-time
**Salary**: $58,000 - $63,000 a year
**Category**: Customer Service
**Industry**: Healthcare

**Apply**: https://jobs.lever.co/pointclickcare/1fe34f68-4df8-4709-b387-e15f80ab0f2c?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_a7327d42-550

## Description

As a Solutions Analyst, you are responsible for delivering and managing technical and integration interactions and owning the most challenging and interesting cases. You will provide empathetic, high-quality support to clients managing, configuring, and using clinical applications.

Key Responsibilities:

- Provide support to clients managing, configuring, and using clinical applications.

- Develop deep expertise in 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 the 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:

- 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.

- Understanding of clinical workflows in long-term care or medical facilities (preferred, not required).

- 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).

Salary: $58,000 - $63,000 a year

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 … and more!

## Skills

### Required
- SaaS support
- Technical Support
- Operations Support
- AI tools
- problem-solving
- communication skills
- analytical skills

### Nice to have
- clinical workflows
- long-term care
- medical facilities
- diagnostic/observability tools
- CRM/help desk platforms

---

Source: [Apply at jobs.lever.co](https://jobs.lever.co/pointclickcare/1fe34f68-4df8-4709-b387-e15f80ab0f2c?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)