[Hiring] Solutions Analyst @PointClickCare

Role Description

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.

Qualifications

• 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).

Requirements

• Shift work required for eligibility.

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!