US- Sr Solutions Analyst (Care Services)

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 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. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making.

About The Role

Our Support team provides end-user support to our diverse base of professionals. Our team works as the first point of contact for a wide range of technology-related issues. If you are looking for an opportunity to expand your technical skills and are passionate about delivering exceptional customer service, we have the right opportunity for you. This role reports into the Sr Manager, Customer Support.

Responsibilities

• Provide timely and world-class customer support to users via multiple channels
• Manage incoming support cases by prioritizing based on severity and/or re-route to other departments as required
• Take ownership and follow up on open cases which are unresolved
• Build strong client relationships by following up with customers in a timely manner
• Maintain knowledge articles for publishing on the support portal for customers to find frequently asked questions
• Maintain records of daily communications, transactions, problems, and remedial actions taken in the CRM system
• Support the department’s goals, objectives, and deliverables
• Work shifts between 8am and 8pm as required
• Participate in the development and improvement of operational tools and processes
• Demonstrate personal leadership attributes by incorporating commitments to ongoing development and continuous learning

Requirements

• Exposure to AI tools and a desire to leverage them to enhance your work content and user experience
• Ability to handle clients professionally and with a high level of confidence during all interactions
• Ability to work on concurrent tasks while effectively organizing, prioritizing, and coordinating work assignments for self and other team members
• Must excel in a fast-paced environment where critical thinking and time management skills are required for success
• Sound understanding of API and service technologies and functions
• Take initiatives and help establish a positive team environment built on mutual trust and respect
• Innovative thinker who is positive, proactive, takes accountability, and readily embraces change
• Must be able to work autonomously or as part of a remote team to support and contribute towards the overall organizational goals
• Ability to establish and maintain effective working relationships with internal and external stakeholders
• Degree or post-secondary education in Information Technology or related technical field preferred
• Experience in a technical support position an asset
• Expertise in Care Delivery for Senior Living Facilities

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 are 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 is not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role.

Must be located in the US for eligibility.

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

Pay

The US base salary range for this position is $60,000 - $68,000. Performance-based bonus and full-time benefits are included. Overtime eligible.