# Sr. Solutions Analyst (TAM- Clinical)

**Company**: PointClickCare
**Location**: Remote, USA
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $65,000 - $72,000 a year
**Category**: Customer Service
**Industry**: Healthcare

**Apply**: https://jobs.lever.co/pointclickcare/65fbb0d8-5536-420e-b52f-fe34f94fe1f6?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_c1556b8f-0bf

## Description

We are looking for a seasoned Sr. Solutions Analyst who has worked with SaaS software. Your focus is on providing an exceptional customer experience while handling complex technical queries and complaints for our cloud-based healthcare solutions.

Key Duties and Responsibilities:

- Provide world-class customer support and produce successful outcomes for clients with pressing challenges relating to administration, configuration, and utilization of the application.

- Develop an in-depth understanding of our cloud-based software to support processes and patient care in long-term care facilities.

- Facilitate the resolution of complex technical issues by way of log analysis, research, or problem recreation.

- Work cross-functionally within the organization to deliver quality, satisfaction, and resolutions to customers.

- Effectively use and search the knowledge base, consistently contributing new or updated superior quality content.

- Enhance, advocate, and exemplify KCS methodologies in addition to authoring and updating knowledgebase content.

- Works to frequently exceed established service delivery guidelines and key performance indicators.

- Mentor less experienced team members on troubleshooting SaaS products, customer support best practices, and internal processes.

- Thoroughly document problems via phone, email, chat, and web portal to accurately record the issue, investigative steps, and resolution using our help desk ticketing system.

- Be available to work rotating shifts between 8am to 8pm EST on weekdays with an occasional need for scheduled overtime on weekends and holidays as determined by business need.

Requirements:

- Understand the business processes and practices within a long-term care or medical facility.

- Formalized approach to problem-solving, certification in RCA an asset.

- Excellent communication skills, written and oral with acumen for conveying complex concepts to a variety of audiences.

- Energized and motivated by a fast-paced, dynamic, high-demand working environment.

- Demonstrated ability to multi-task, prioritize, and manage customer expectations.

- Ability to quickly learn more complicated aspects of new software functionality, emerging products, and systems that support them.

- A patient and active listener who is detail-oriented.

- High level of customer focus and empathy.

- Prior experience using the PointClickCare application is required.

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

## Skills

### Required
- SaaS software
- cloud-based healthcare solutions
- technical queries
- problem-solving
- communication skills
- customer support

### Nice to have
- RCA certification
- experience in Care Delivery, Care Coordination, Business Intelligence, or Financial Performance

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Source: [Apply at jobs.lever.co](https://jobs.lever.co/pointclickcare/65fbb0d8-5536-420e-b52f-fe34f94fe1f6?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)