US – Sr. Solutions Analyst

Technical Account Management

Updated on 5/15/2023

Locations

Remote in USA

Experience Level

Entry

Junior

Mid

Senior

Expert

Requirements

Ideal candidate will have 2+ years of previous experience, working within a technical support environment, specifically in the Acute & Payer healthcare industry
Post-secondary degree in computer science, information technology or related discipline
Exceptional written and verbal communication skills
Proven experience in troubleshooting cloud-based SaaS platforms, internet, and database connectivity issues
Extended experience with any or all the following:
Network protocols and services including TCP, DNS, DHCP, HTTPS(S) & LDAP(S)
Database fundamentals (MSSQL, MySQL, Oracle)
Cloud service providers (AWS, Azure, Google Cloud, IBM Cloud)
API Architectures (REST, SOAP, RPC)
Effective problem-solving approach based on logical troubleshooting and analysis
Ability to work effectively and professionally with other team members and departments to resolve customer inquiries
Flexible and open to work rotating shifts between 8AM - 8PM EST weekdays, overtime, and on-call as necessary
Experience with case management platforms is an asset (Salesforce, Zendesk, Freshdesk)

Responsibilities

Represent PointClickCare as the point of contact for all technical inquiries on our application platform
Perform in-depth technical troubleshooting of PointClickCare's platform, network, and database connectivity issues
Learning and maintaining robust knowledge of PointClickCare's Acute & Payer platform
Utilizing exceptional written and verbal communication skills, while supporting customers via web, email or phone and demonstrating a high level of customer focus and empathy
Meeting established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, case-based activities, and schedule adherence
Contributing to the knowledge base by authoring and editing articles to share updated information with team members and customers

For more than 20 years, PointClickCare has been the backbone of senior care. We’ve amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform.

With Collective Medical & Audacious Inquiry, we’ve become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient’s journey.

For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.

Location: This position is offered remote, from anywhere in the contiguous United States

Position Summary:

Our fast-growing company is looking for a solution oriented, highly motivated, enthusiastic, and open-minded TAM Customer Support Specialist. Reporting to a Manager, TAM Customer Support, the ideal candidate has strong analytical and communication skills, and enjoys solving complex issues. This position provides customer support to premiere PointClickCare clients who purchase the Technical Account Management service. We are offering a challenging, technical position that will allow you to further develop your skills and grow professionally, while working in a fun, stimulating and supportive environment.

Responsibilities

Represent PointClickCare as the point of contact for all technical inquiries on our application platform.
Perform in-depth technical troubleshooting of PointClickCare’s platform, network, and database connectivity issues.
Learning and maintaining robust knowledge of PointClickCare’s Acute & Payer platform.
Utilizing exceptional written and verbal communication skills, while supporting customers via web, email or phone and demonstrating a high level of customer focus and empathy.
Meeting established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, case-based activities, and schedule adherence.
Contributing to the knowledge base by authoring and editing articles to share updated information with team members and customers.

What Does it Take?

Ideal candidate will have 2+ years of previous experience, working within a technical support environment, specifically in the Acute & Payer healthcare industry.
Post-secondary degree in computer science, information technology or related discipline.
Exceptional written and verbal communication skills.
Proven experience in troubleshooting cloud-based SaaS platforms, internet, and database connectivity issues.
Extended experience with any or all the following:

- Network protocols and services including TCP, DNS, DHCP, HTTPS(S) & LDAP(S)

- Database fundamentals (MSSQL, MySQL, Oracle)

- Cloud service providers (AWS, Azure, Google Cloud, IBM Cloud)

- API Architectures (REST, SOAP, RPC)

Effective problem-solving approach based on logical troubleshooting and analysis.
Ability to work effectively and professionally with other team members and departments to resolve customer inquiries.
Flexible and open to work rotating shifts between 8AM – 8PM EST weekdays, overtime, and on-call as necessary.
Experience with case management platforms is an asset (Salesforce, Zendesk, Freshdesk)

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 domestic/civil 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 recru[email protected] should you require any accommodations.

When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: [email protected]

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 and/or sensitive information.

1,001-5,000 employees

Website

Cloud-based healthcare software provider

Company Overview

PointClickCare's mission is to advance healthcare technology and make a meaningful impact on the lives of millions. The company is a market leader driving the transformation of healthcare vulnerable and complex populations through a broad, connected care network powered by deep insights with a commitment to value, outcomes and innovation.

Benefits

Competitive financial rewards & equity potential
Comprehensive benefits available from day 1
Midweek mingles with free lunch
Wellness spending account
Retirement savings plan with employer match
Flexible PTO
Hybrid work models
Parental leave
Family planning support
Training & development programs
Corporate discounts program
Summer half-day Fridays
Health & wellness programs

Company Core Values

People
Passion
Performance