Solutions Analyst (Acute and Payer-General Support)

About the role

PointClickCare, a health technology company serving over 30,000 provider organizations, is hiring a Solutions Analyst for its Customer Operations team. You will own the most challenging and interesting technical and integration cases, acting as a customer-facing support expert who advocates for customers when escalating high-priority issues. The role reports to the Manager, Customer Support.

Key responsibilities

• Provide empathetic, high-quality support to clients managing, configuring and using clinical applications.
• Build deep expertise in the 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 resolution.
• Contribute to the internal knowledge base and document interactions, investigation steps and resolutions in the help desk ticketing system.
• Meet or exceed service delivery standards and KPIs.
• Work weekdays 11 AM to 8 PM EST, with occasional overtime, weekend, holiday and on-call shifts.

Required profile

• 1-2 years of SaaS support, technical support or operations support experience.
• Understanding of clinical workflows in long-term care or medical facilities preferred, not required.
• Proven problem-solving skills and ability to manage customer expectations.
• Experience collaborating with cross-functional technical teams such as Product, Engineering and QA.
• Availability for weekday hours and occasional shift work.

Required skills

• Experience supporting and troubleshooting web-based SaaS applications.
• Experience with CRM/help desk platforms such as Salesforce Service Cloud or Zendesk (preferred).
• Familiarity with diagnostic/observability tools (preferred).
• Exposure to AI tools and a willingness to use them to improve product management and capabilities.