Full-Time

Solutions Analyst

PointClickCare

PointClickCare

1,001-5,000 employees

Cloud-based healthcare software provider


Junior

Remote + 1 more

Requirements
  • Post-secondary education preferably in Information Technology or related field, with 1-2 years of SaaS support experience
  • Aptitude for data analysis and interpretation or Quality Assurance experience
  • Experience supporting API's, Oauth, OpenID, SOAP, REST, JavaScript, SQL, HL7 and XML
  • Demonstrated ability to multi-task, prioritize, and manage customer expectations in an extremely fast paced and high demand environment
  • Strong communication, relationship management, problem solving and documentation skills with attention to detail
  • Experience with performance monitoring technologies and diagnostic tools
  • Experience with Cloud infrastructure or scalable, high performance web applications
  • Prior experience using New Relic, DataDog, Sales Force/Service Cloud, Right Answers and PointClickCare is an asset
  • 1 -2 years RDBMS experience, preference for SQL Server
Responsibilities
  • Develop an in-depth understanding of the product and processes to identify trends impacting functionality, availability, capacity, user satisfaction and infrastructure performance
  • As a member of the Customer Support Department, your main area of responsibility will be to troubleshoot and resolve complex technical and integration related issues over the phone or through other electronic interactions
  • Work cross-functionally in an effective and professional manner with other departments to manage escalations, communicate root cause, solution and resolve cases and issues
  • Document user problems as per SOP, to proactively contribute to the investigation of defects and other issues to prevent re-occurrence
  • Stay abreast of new features, tools and functionalities to maintain product expertise and assist with upskilling of support peers
  • Be available to work between the hours of 7am to 7pm weekdays, occasional weekends, and on-call as required
  • Coordinate and execute internal and external meetings to resolve problems
  • Contributing to and helping maintain knowledge base tool
Desired Qualifications
  • Experience with AppDynamics, Rhapsody Integration Engine, Laboratory/Radiology/Pharmacy Management Systems is a plus
  • Experience with Sales Force/Service Cloud
  • Experience with PointClickCare system
  • Experience with Knowledge-Centre Support (KCS)
  • Workforce Management experience
  • Long-term care experience a plus
  • ITIL principles a plus

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.

Company Stage

Private

Total Funding

$231M

Headquarters

Mississauga, Canada

Founded

2000

Growth & Insights
Headcount

6 month growth

4%

1 year growth

7%

2 year growth

31%

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

INACTIVE