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Canada - Sr. Solutions Analyst (TAM-Clinical)

PointClickCare· Customer Operations
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RemoteCA$65k - CA$72kFull-timePosted 3w ago

About the role

Seasoned SaaS-focused Sr. Solutions Analyst responsible for delivering world-class customer support for PointClickCare’s cloud-based healthcare solutions in the long-term and post-acute care space. Requires strong problem-solving, cross-functional collaboration, and knowledge of administrative workflows in long-term care facilities. Remote role in Canada with occasional travel for onboarding and team events.

Responsibilities

  • Provide world class customer support and drive successful outcomes for clients with challenges related to administration, configuration, and utilization of the application.
  • Develop an in-depth understanding of the cloud-based software to support processes and patient care in long-term care facilities.
  • Facilitate resolution of complex technical issues via log analysis, research, or problem recreation.
  • Work cross-functionally to deliver quality, satisfaction, and resolutions to customers.
  • Effectively use and update the knowledge base; contribute new or updated content.
  • Enhance and advocate KCS methodologies and author/update knowledge base content.
  • Strive to exceed service delivery guidelines and KPIs.
  • Mentor less experienced team members on troubleshooting SaaS products and internal processes.
  • Document problems clearly via phone, email, chat, and web portal in the help desk system.
  • Be available for rotating shifts 8am-8pm EST on weekdays with occasional overtime on weekends/holidays.

Qualifications

  • Understand business processes and practices within a long-term care or medical facility.
  • Formal problem-solving approach; RCA certification is an asset.
  • Excellent written and verbal communication; ability to convey complex concepts to diverse audiences.
  • Thrives in fast-paced, high-demand environments; able to multi-task and manage customer expectations.
  • Ability to rapidly learn complex software functionality and new systems.
  • Patient, active listener with attention to detail and high customer focus and empathy.
  • Prior experience using PointClickCare is required.

Skills

Required:Customer support and relationship managementTechnical issue troubleshootingKnowledge base management

Benefits

  • 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
Last updated Oct 21, 2026. Interested? Apply on the company site.

About PointClickCare

Healthcare Software for Smarter Care Delivery | PointClickCare

Transform care coordination and outcomes with AI-powered healthcare software that improves collaboration, reimbursement, and transitions of care.

healthcare softwareEHRcare coordinationhealthcare solutionssenior livingskilled nursinghospitals & health systemscare outcomes
Company profileWebsite

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