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Solutions Analyst (Acute and Payer-General Support)

PointClickCare· PointClickCare – Customer Operations
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Remote$58k - $63kFull-timePosted 5d ago

About the role

Solutions Analyst responsible for delivery and management of technical and integration interactions, serving as a customer-facing support expert to resolve high-priority cases and escalate as needed. Focus on cloud-based clinical applications within long-term care settings, with travel for onboarding and team events as applicable to remote/hybrid roles.

Responsibilities

  • 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 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.

Qualifications

  • 1-2 years of SaaS support experience, Technical Support, and/or Operations Support environment
  • Exposure to AI tools and a desire to leverage them to enhance product management practices and product capabilities.
  • 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).

Skills

Required:SaaS supportCustomer support
Nice to have:AI tools familiarityCRM / help desk

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
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