Solutions Analyst, Pointclickcare
Acute and Payer-General Support
$58-63k
More information about location
Healthcare software for smarter care delivery
Open for applications
Healthcare software for smarter care delivery
1001+ employees
Open for applications
$58-63k
More information about location
1001+ employees
Company mission
To help providers delivery exceptional care.
Role
Who you are
- 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)
What the job involves
- 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
- 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
Our take
The demand for long-term support for the elderly is growing, putting pressure on the already overstretched age care industry. PointClickCare aims to solve this problem by providing care providers with a suite of cutting-edge software tools.
PointClickCare's software gives caregivers access to immediate, point-of-care data insights into their patients. This is proven to improve patient outcomes, ease care transitions and improve efficiency. Having been founded in 1997, PointClickCare is now one of the biggest names in care tech and its software is used by over 30,000 care facilities.
PointClickCare has made a series of partnerships - such as with pharmaceutical corporation Pfizer, and ChartPath, a leading EHR solution for care practices - alongside acquiring the connected care platform Audacious Inquiry. These partnerships and acquisitions aim to improve its adaptability in the market. The company has demonstrated strong ambition and performance, showcased by its being named the top long-term care software provider by KLAS four times in a row.
Steph
Company Specialist at Welcome to the Jungle
Insights
0% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Feb 2024
$0.1m
GRANT
Feb 2018
$141.6m
LATE VC
Total funding: $226.2m
Company HQ
Fashion District, Toronto, ON
Leadership
Dave Wessinger
(Co-Founder, CEO, CTO & President.)Dave co-founded PointClickCare in 1997.
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