US – Sr. Solutions Analyst
Technical Account Management
Updated on 5/15/2023
Remote in USA
Experience Level
  • 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)
  • 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

1,001-5,000 employees

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.
  • 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