Senior Solutions Analyst - Clinical (Remote)

About the role

PointClickCare, a health technology company serving over 30,000 provider organizations, is looking for a seasoned Senior Solutions Analyst focused on clinical customers. You will provide an exceptional customer experience while handling complex technical queries and complaints for its cloud-based healthcare solutions, resolving customer problems promptly through various communication channels. The role reports to the Sr. Manager, Customer Support.

Key responsibilities

• Provide world-class customer support for clients facing challenges with administration, configuration and utilization of the application.
• Build an in-depth understanding of the cloud-based software used in long-term care facilities.
• Resolve complex technical issues through log analysis, research or problem recreation.
• Work cross-functionally to deliver quality, satisfaction and resolutions to customers.
• Use and search the knowledge base, contribute new or updated content, and advocate KCS methodologies.
• Exceed service delivery guidelines and key performance indicators.
• Mentor less experienced team members on troubleshooting SaaS products, support best practices and internal processes.
• Document problems by phone, email, chat and web portal, recording the issue, investigation steps and resolution in the help desk ticketing system.
• Work rotating shifts between 8am and 8pm EST on weekdays, with occasional scheduled overtime on weekends and holidays.

Required profile

• Prior experience using the PointClickCare application is required.
• 1-2 years of practical experience supporting and troubleshooting web-based software applications.
• Experience using diagnostic tools to resolve customer issues.
• Experience in Care Delivery, Care Coordination, Business Intelligence or Financial Performance for skilled nursing, senior living, home health or acute care facilities.
• Bachelor's degree or post-secondary schooling preferred.

Required skills

• Understanding of business processes in long-term care or medical facilities.
• Formal problem-solving approach; RCA certification is an asset.
• Excellent written and oral communication, able to explain complex concepts to varied audiences.
• Ability to multitask, prioritize and manage customer expectations.
• Quick learner of new software functionality and systems.

Remote roles involve occasional travel to the Mississauga and/or Salt Lake City offices for onboarding, team events and meetings. Travel to the office is a requirement for hybrid roles.