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 founderled and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare.

With the largest longterm and postacute 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 humanfirst and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decisionmaking. 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 .

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Job Summary:

We are seeking a Solution Analyst with proven experience in SaaSbased customer and technical support environments, particularly within clinical settings. Your primary focus will be delivering exceptional customer experiences while resolving technical queries related to our cloudbased healthcare applications. You should be comfortable prioritizing tasks and resolving customer issues independently or collaboratively using various communication channels and tools. Success in this role requires calm, methodical troubleshooting of simple to moderately complex system issues, and a strong understanding of administrative workflows in longterm care and medical facilities.

Key Responsibilities:
•Provide empathetic, highquality support to clients managing, configuring, and using our clinical applications.
•Develop deep expertise in our cloudbased software to support clinical workflows and patient care in longterm care settings.
•Troubleshoot technical issues through log analysis, research, and problem recreation.
•Collaborate crossfunctionally 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 key performance indicators (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 oncall shifts as required.

Your Key Strengths:
•Strong understanding of clinical workflows and business processes in longterm care or medical facilities.
•Demonstrated problemsolving skills and ability to manage customer expectations.
•Excellent written and verbal communication skills.
•Comfortable in fastpaced, highdemand environments.
•Quick learner with strong technical aptitude.
•Detailoriented, analytical, patient, and an active listener.
•High level of customer focus and empathy.
•Familiarity with PointClickCare software is a strong asset.
•Experience collaborating with crossfunctional technical teams.
•Experience supporting and troubleshooting webbased SaaS applications.
•Familiarity with diagnostic tools used to resolve customer issues.
•Prior experience with PointClickCare modules (e.g., UDAs, MDS, POC).
•Experience leveraging AI tools and assistants (e.g., MS CoPilot, ChatGPT)
•Experience using SalesforceService Cloud or similar support platforms.
•Previous work experience in Clinical Administration or HealthTech (preferred but not required).
•Proven background in SaaS customer and technical support environments.
•Experience with Kibana and AppDynamics (preferred but not required).

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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 domesticcivil 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 recruitment@pointclickcare.com should you require any accommodations.

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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 andor sensitive information.

Solutions Analyst, 12Month Contract (EHR Support)

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