PointClickCare · 1 day ago
US- Sr. Solutions Analyst - (TAM)
United States
Full-time
Remote
Mid, Senior Level
$60K/yr - $68K/yr
1+ years expPointClickCare is a leading health tech company focused on delivering exceptional care through innovative solutions. They are seeking a seasoned Sr. Solutions Analyst to provide exceptional customer support and resolve complex technical queries related to their cloud-based healthcare solutions.
Elder CareEnterprise SoftwareHealth CareSaaSSoftwareWeb Browsers
Responsibilities
Provide world class customer support and produce successful outcomes for clients with pressing challenges relating to administration, configuration, and utilization the application
Develop an in-depth understanding of our cloud-based software to support processes and patient care in long term care facilities
Facilitate the resolution of complex technical issues by way of log analysis, research, or problem recreation
Work cross-functionally within the organization, to deliver quality, satisfaction, and resolutions to customers
Effectively use and search the knowledge base, consistently contributing new or updated superior quality content
Enhance, advocate, and exemplify KCS methodologies in addition to authoring and updating knowledgebase content
Works to frequently exceed established service delivery guidelines and key performance indicators
Mentor less experienced team members on trouble shooting SaaS products, customer support best practices, and internal processes
Thoroughly document problems via phone, email, chat, and web portal to accurately record the issue, investigative steps, and resolution using our help desk ticketing system
Be available to work rotating shifts between 8am to 8pm EST on weekdays with an occasional need for scheduled overtime on weekends and holidays as determined by business need
Qualification
Required
Understand the business processes and practices within a long-term care or medical facility
Formalized approach to problem-solving, certification in RCA an asset
Excellent communication skills, written and oral with acumen for conveying complex concepts to a variety of audiences
Energized and motivated by a fast paced, dynamic, high demand working environment
Demonstrated ability to multi-task, prioritize, and manage customer expectations
Ability to quickly learn more complicated aspects of new software functionality, emerging products, and systems that support them
A patient and active listener who is detail-oriented
High level of customer focus and empathy
Prior experience using the PointClickCare application is required
Experience using/supporting PointClickCare
1-2 years practical experience supporting and trouble-shooting web-based software applications
Experience using diagnostic tools to help resolve customer issues
Experience in Care Delivery, Care Coordination, Business Intelligence, or Financial Performance for either Skilled Nursing, Senior Living, Home Health, or Acute Care facilities
Bachelors Degree or post-secondary schooling is preferred
Benefits
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!
Company
PointClickCare
PointClickCare develops web-based products and services to help long-term care providers manage the complete lifecycle of resident care.
1001-5000 employees
H1B Sponsorship
PointClickCare has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (17)
2024 (11)
2023 (11)
2022 (17)
2021 (4)
Funding
Current Stage
Late StageTotal Funding
$229.98MKey Investors
Hellman & FriedmanDragoneer Investment GroupJMI Equity
2022-04-01Secondary Market
2021-01-06Private Equity
2018-02-28Private Equity· $144.91M
Leadership Team
Angelo Papatheodorou
Senior Vice President Of Sales
Terri Weckle
Senior Vice President and General Manager for Skilled Nursing
Recent News
Company data provided by crunchbase