Solutions Analyst, Pointclickcare
Technical Account Management
CA$55-62k
Technology for long-term care providers
Open for applications
Technology for long-term care providers
1001+ employees
Open for applications
CA$55-62k
1001+ employees
Company mission
To advance healthcare technology and make a meaningful impact on the lives of millions.
Role
Who you are
- Exposure to AI tools and a desire to leverage them to enhance product management practices and product capabilities
- 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 skills
- Problem solving and documents skills with attention to detail
- Strong technical investigative and analytical skills
- 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 Knowledge-Centre Support (KCS)
- ITIL principles a plus
What the job involves
- 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
- 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
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 2000, PointClickCare is now one of the biggest names in care tech and its software is used by over 26,000 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 benefits
- Competitive Wages and Bonus Program
- Comprehensive Benefits
- Onsite Cafeteria
- Onsite Gym
- RRSP/401K program with employer matching
- Flexible Paid Time Off
- Work From Home Policy
- Maternity & Paternity Top Up
- Training and Development Programs
- Corporate Discounts Program
- Games Room and Employee Lounge
- Onsite Wellness Services (dental, massage, optometry, etc.)
Company HQ
Mississauga, ON
Leadership
Mike Wessinger
(Executive Chair)Board Member at C100. Was appointed by the Ministry of Health to the Ontario Health Data Council.
Dave Wessinger
(CEO)Previously served as PointClickCare's COO.
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