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Customer Service
Solutions Analyst
@Pointclickcare
[Hiring] Solutions Analyst @Pointclickcare
Mar 28, 2025 - Pointclickcare is hiring a remote Solutions Analyst. đź’¸ Salary: unspecified. đź“ŤLocation: Northern America.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
You are responsible for the delivery and management of technical and integration interactions and will own the most challenging and interesting cases. As 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 this role, it is equally important to accurately communicate system behaviors and next steps internally and externally.
NOTE: This role provides both Business user Functional support and technical support.
Key Responsibilities:
- Develop an in-depth understanding of the product and processes to identify trends impacting functionality, availability, capacity, user satisfaction and infrastructure performance.
- As a member of the Customer Support Department, your main area of responsibility will be to troubleshoot and resolve complex technical and integration related issues over the phone or through other electronic interactions.
- Work cross-functionally in an effective and professional manner with other departments to manage escalations, communicate root cause, solution and resolve cases and issues.
- Document user problems as per SOP, to proactively contribute to the investigation of defects and other issues to prevent re-occurrence.
- Stay abreast of new features, tools and functionalities to maintain product expertise and assist with upskilling of support peers.
- Be available to work between the hours of 8am to 8pm EST weekdays, occasional weekends, and on-call as required.
- Coordinate and execute internal and external meetings to resolve problems.
- Contributing to and helping maintain knowledge base tool.
Qualifications
- Post-secondary education preferably in Information Technology or related field, with 1-2 years of SaaS support experience.
- Aptitude for data analysis and interpretation or Quality Assurance experience.
- Experience supporting API’s, Oauth, OpenID, SOAP, REST, JavaScript, SQL, HL7 and XML.
- Demonstrated ability to multi-task, prioritize, and manage customer expectations in an extremely fast paced and high demand environment.
- Strong communication, relationship management, problem solving and documentation skills with attention to detail.
- Experience with AppDynamics, Rhapsody Integration Engine, Laboratory/Radiology/Pharmacy Management Systems is a plus.
- Experience with performance monitoring technologies and diagnostic tools.
- Experience with Cloud infrastructure or scalable, high performance web applications.
- Prior experience using New Relic, DataDog, Sales Force/Service Cloud, Right Answers and PointClickCare is an asset.
- 1 -2 years RDBMS experience, preference for SQL Server.
- Experience with Sales Force/Service Cloud, Confluence.
- Experience with PointClickCare Application systems. (Preferred not required)
- Experience with Knowledge-Centre Support (KCS).
- ITIL principles a plus.
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!
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| đź“Ť | Be aware of the location restriction for this remote position: Northern America |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
đź’¸
unspecified
|
Remote
Location
Northern America
|
|
Job Type
full-time
|
Posted
Mar 28, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: Northern America |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
