Senior Solutions Analyst – Clinical

PointClickCare

. Provide world-class customer support and successful outcomes for clients with challenges relating to application administration, configuration, and utilization .

Posted 9/25/2026full-timeRemote • United StatesSenior💰 $60,000 - $68,000 per yearWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Provide world-class customer support and successful outcomes for clients with challenges relating to application administration, configuration, and utilization
Develop an in-depth understanding of cloud-based software supporting processes and patient care in long-term care facilities
Resolve complex technical issues through log analysis, research, or problem recreation
Work cross-functionally to deliver quality, satisfaction, and customer resolutions
Use and search the knowledge base and contribute new or updated content
Advocate and exemplify KCS methodologies
Exceed established service delivery guidelines and key performance indicators
Mentor less experienced team members on SaaS troubleshooting, customer support best practices, and internal processes
Document problems, investigative steps, and resolutions via phone, email, chat, and web portal in the help desk ticketing system
Prioritize daily tasks and resolve customer problems independently or collaboratively

Requirements

What you’ll need

Seasoned Sr. Solutions Analyst with experience working with SaaS software
Understanding of business processes and practices within a long-term care or medical facility
Formalized approach to problem-solving
Excellent written and oral communication skills
Ability to multitask, prioritize, and manage customer expectations
Ability to quickly learn complicated aspects of new software functionality, emerging products, and supporting systems
Patient, active listener, and detail-oriented
High level of customer focus and empathy
Prior experience using the PointClickCare application is required
Experience using/supporting PointClickCare
1–2 years practical experience supporting and troubleshooting web-based software applications
Experience using diagnostic tools to resolve customer issues
Experience in Care Delivery, Care Coordination, Business Intelligence, or Financial Performance for Skilled Nursing, Senior Living, Home Health, or Acute Care facilities
Certification in RCA is an asset
Bachelor's Degree or post-secondary schooling is preferred
Ability to work rotating weekday shifts between 8am and 8pm EST, with occasional scheduled overtime on weekends and holidays

Benefits

Comp & perks

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
Overtime eligible
In-office events, including onboarding, team events, and semi-annual and annual team meetings