Solutions Analyst, Acute and Payer General Support

PointClickCare

. Deliver and manage technical and integration interactions .

Posted 10/16/2026full-timeRemote • United StatesJunior💰 $58,000 - $63,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing high-quality technical support for cloud-based clinical applications, with a strong focus on problem-solving and customer satisfaction. Proficient in collaborating with cross-functional teams to enhance service delivery and improve operational efficiency.

Highest-signal resume keywords

SaaS Support ExperienceTechnical SupportClinical Workflows UnderstandingCRM/Help Desk Platforms ExperienceProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportSaaS Applications TroubleshootingLog AnalysisProblem RecreationBusiness Workflows UnderstandingAnalytical SkillsDetail-OrientedActive Listening

Soft Skills

EmpathyExcellent Communication SkillsAbility to Manage Customer ExpectationsComfortable in Fast-Paced Environments

Tools & Technologies

Salesforce Service CloudZendeskDiagnostic ToolsObservability Techniques

Industry Keywords

Clinical ApplicationsLong-Term Care SettingsCustomer SupportService Delivery StandardsKPI Management

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Deliver and manage technical and integration interactions
Own challenging and interesting customer cases
Provide empathetic, high-quality support to clients managing, configuring, and using clinical applications
Develop deep expertise in cloud-based software supporting clinical workflows and patient care in long-term care settings
Troubleshoot technical issues through log analysis, research, and problem recreation
Collaborate cross-functionally to ensure customer satisfaction and timely issue resolution
Leverage and contribute to the internal knowledge base to improve support efficiency
Meet or exceed service delivery standards and KPIs
Document customer interactions, investigative steps, and resolutions in the help desk ticketing system
Solve technical issues internally and externally and maintain communication between both sides
Report to the Manager, Customer Support for technical support needs

Requirements

What you’ll need

Shift work required for eligibility
1-2 years of SaaS support experience, Technical Support, and/or Operations Support experience
Understanding of clinical workflows in long-term care or medical facilities (preferred, not required)
Strong understanding of business workflows and processes within SaaS or enterprise applications
Proven problem-solving skills and ability to manage customer expectations
Excellent written and verbal communication skills
Comfortable in fast-paced, high-demand environments
Strong technical aptitude; detail-oriented, analytical, patient, and an active listener
Experience collaborating with cross-functional technical teams, including Product, Engineering, and QA
Experience supporting and troubleshooting web-based SaaS applications
Familiarity with diagnostic/observability tools and techniques (preferred)
Experience with CRM/help desk platforms such as Salesforce Service Cloud, Zendesk, or similar
Exposure to AI tools and desire to leverage them to enhance product management practices and product capabilities
Availability to work weekdays from 11 AM to 8 PM EST, with occasional overtime, weekend, holiday, and on-call shifts as required

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