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US- Sr. Solutions Analyst (TAM- Clinical)

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

About the role

Seasoned SaaS-focused role providing exceptional customer experience for cloud-based healthcare solutions in long-term care and medical facilities. Responsible for handling complex technical queries, troubleshooting, knowledge management, and cross-functional collaboration.

Responsibilities

  • Provide world class customer support and deliver successful outcomes for clients with administration, configuration, and utilization challenges of the application.
  • Develop 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.
  • Utilize and contribute to the knowledge base; advocate and apply KCS methodologies.
  • Aim to exceed service delivery guidelines and KPIs.
  • Mentor less experienced team members on troubleshooting, customer support best practices, and internal processes.
  • Document problems via phone, email, chat, and web portal with clear investigative steps and resolutions in the help desk system.
  • Be available for rotating shifts between 8am-8pm EST on weekdays with possible overtime on weekends/holidays as needed.

Qualifications

  • Understand the business processes in long-term care or medical facilities.
  • Formal problem-solving approach; RCA certification is an asset.
  • Excellent written and verbal communication skills; ability to convey complex concepts to diverse audiences.
  • Comfortable in a fast-paced, high-demand environment; multi-tasking and prioritization skills.
  • Quick learner of new software functionality and related systems.
  • Patient, active listener with attention to detail; high customer focus and empathy.
  • Prior experience using PointClickCare (required).

Skills

Required:Customer support and communicationSaaS product knowledgeKnowledge base and KCSTroubleshooting and log analysis
Nice to have:Technical problem-solving and RCA

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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