At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company thatโs 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.ย Recognized by Forbes as a top private cloud company and honored as one of Canadaโs 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 โ so it doesnโt just survive, it thrives.ย To learn more about PointClickCare, check out Life at PointClickCareย 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.
Job Summary:
We are seeking a Solution Analyst with proven experience in SaaS-based customer and technical support environments, particularly within clinical environments. Your primary focus will be delivering exceptional customer experiences while resolving technical queries related to our cloud-based healthcare applications.
You should be comfortable prioritizing tasks and resolving customer issues independently or collaboratively using various communication channels and tools. Success in this role requires calm, methodical troubleshooting of simple to moderately complex system issues, and a strong understanding of administrative workflows in long-term care and medical facilities.
Key Responsibilities:
โขProvide empathetic, high-quality support to clients managing, configuring, and using our clinical applications.
โขDevelop deep expertise in our cloud-based software to support clinical workflows and patient care in long-term care settings.
โขTroubleshoot technical issues through log analysis, research, and problem recreation.
โขCollaborate cross-functionally to ensure customer satisfaction and timely issue resolution.
โขLeverage and contribute to the internal knowledge base to improve support efficiency.
โขConsistently meet or exceed service delivery standards and key performance indicators (KPIs).
โขAccurately document customer interactions, investigative steps, and resolutions using our help desk ticketing system.
โขBe 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: โข Prior experience with the QuickMAR software preferred.
โข LTHC Industry and PCC Platform Experience (Preferred not required)
โข Working knowledge ofย Nursing, Skilled Nursing, Home and Hospice (RN, CNA, LPN, Preferred not required)
โข 1-2 years previous work experience in a Customer Support Environment
โขDegree, or Post-Secondary Education in HealthCare, Business Administrations, Information Technology (Preferred not required)
โขStrong understanding of clinical workflows and business processes in long-term care or medical facilities.
โขDemonstrated problem-solving skills and ability to manage customer expectations.
โขExcellent written and verbal communication skills.
โขComfortable in fast-paced, high-demand environments.
โขQuick learner with strong technical aptitude.
โขDetail-oriented, analytical, patient, and an active listener.
โขHigh level of customer focus and empathy.
โขExperience collaborating with cross-functional technical teams.
โขExperience supporting and troubleshooting web-based SaaS applications.
โขFamiliarity with diagnostic tools used to resolve customer issues.
โขExperience leveraging AI tools and assistants (e.g., MS Co-Pilot, ChatGPT)
โขExperience using Salesforce/Service Cloud or similar support platforms.
โขPrevious work experience in Clinical Administration or HealthTech (preferred but not required).
โขProven background in SaaS customer and technical support environments.
โขExperience with Kibana and AppDynamics (preferred but not required).
$58,000 - $65,000 a year
At PointClickCare, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $58,000 - $65,000 with fulltime benefits!
Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all US locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.
Overtime-Eligible
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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 โฆ 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 [emailย protected] 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.
When you apply for a position, your information is processed and stored with Lever, in accordance with Leverโs Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it.ย If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCareโs human resources team: [emailย protected]
PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. ——
Recruitment Fraud Notice:
PointClickCare is committed to providing a safe and secure recruitment experience for all candidates.
We are aware of fraudulent recruitment activities in which individuals may falsely claim to represent PointClickCare, advertise fake job opportunities, or request personal or financial information.
Please be aware that:
All PointClickCare employment opportunities are posted on our official careers website. PointClickCare will never ask candidates to pay fees, purchase equipment, transfer money, or provide banking information during the recruiting process. Our recruiters communicate through official PointClickCare email addresses. Employment offers are only made following a formal interview and selection process. As part of our commitment to hiring security, candidates may be asked to verify their identity during the interview and onboarding process. Protect your information. If something feels suspicious, verify it before proceeding.
