Solutions Analyst (Acute and Payer-General Support)
在 PointClickCare,我们的使命很简单：帮助提供商提供卓越的护理。这从我们员工开始。作为一个由创始人领导和私营企业领先的医疗技术公司，我们赋予员工力量推进卫生保健界限，创新并塑造未来。拥有最大的长期和急性后护理数据集以及400多个综合合作伙伴的市场，我们的平台服务于3万多家供应商组织，使数百万人的生活变化。我们还将大量收入重新投资到研发中，确保员工有能力进行创新和产生持久影响。福布斯认为这是一个顶级私人云公司，并被誉为加拿大最受欢迎的企业文化之一。我们提供灵活性，增长机会和有意义的工作。在 PointClickCare,我们赋予我们的员工成为更智能医疗保健未来的建筑师；人类先进，人工智能加速创造有意义且持久的变化。员工利用人工智能作为创意，生产力和深思熟虑决策的催化剂。通过将人工智能工具集成到日常工作流程中，协作得到提升，结果得到改善，每个团队成员都有能力最大限度地发挥他们的影响。为了了解更多关于 PointClickCare 的信息，请参阅 PointClickcare Life 和 LinkedIn 并与我们联系。**旅行到办公室预期**对于远程角色：如果这个职位是遥远的，将会有内部活动需要前往或从密西萨加和/或盐湖城办事处进行访问。这些活动包括但不限于登录，团队活动，半年级和年度团队会议。对于混合角色：如果这个职位是混合，将有预期居住在工作列表中指定的办公室/地点之间可变距离。这包括但不限于与你特定团队一起办公室每周/两周/月的活动。这是该职位的一个要求。适合资格的工作轮班工作简介：作为解决方案分析师，你负责提供和管理技术和集成互动，并将
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At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare.
With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work.
At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey.
Join us in redefining healthcare — so it doesn’t just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.
**Travel to Office expectations**
For Remote Roles: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings.
For Hybrid Roles: If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role.
Shift work required for eligibility
Job Summary:
As a Solutions Analyst, you are responsible for the delivery and management of technical and integration interactions and will own the most challenging and interesting cases. Being a customer facing support expert, you will be solution focused, and service oriented to advocate for the customers when working or escalating high priority cases and issues.
In Customer operations, being a support liaison means you must solve technical issues both internally and externally, and maintain strong communication between both sides, reporting into the Manager, Customer Support for all technical support needs.
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:
•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).
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PointClickCare Benefits & Perks:
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!
It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact recruitment@pointclickcare.com should you require any accommodations. As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment.
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