Solutions Analyst (TAM, Customer Support)

At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s 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. Recognized by Forbes as a top private cloud company and honored as one of Canada’s 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 — so it doesn’t just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare 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: 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. Your Key Strengths: 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 #LI-MG1 #LI-Remote Tech B - P1 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 … 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 [email 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 Lever’s 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.  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 PointClickCare’s human resources team: [email 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.

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