Solutions Analyst – EHR Support

PointClickCare

. Deliver exceptional customer experiences while resolving technical queries related to cloud-based healthcare applications .

Posted 11/3/2026full-timeRemote • United StatesJunior💰 $58,000 - $65,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in providing customer support for cloud-based healthcare applications, with a strong focus on clinical workflows and patient care. Proficient in troubleshooting technical issues and collaborating with cross-functional teams to enhance customer satisfaction.

Highest-signal resume keywords

SaaS Customer Support ExperienceClinical Workflow UnderstandingProblem-Solving SkillsSalesforce/Service Cloud ProficiencyExperience with Diagnostic Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting Technical IssuesCloud-Based Software ExpertiseLog AnalysisWeb-Based SaaS Application SupportKnowledge Base ContributionCustomer Interaction DocumentationKibana ExperienceAppDynamics ExperienceQuickMAR Software FamiliarityAI Tools Utilization

Soft Skills

EmpathyExcellent Communication SkillsDetail-OrientedAnalytical ThinkingActive Listening

Tools & Technologies

SalesforceService CloudHelp Desk Ticketing SystemMS Co-PilotChatGPT

Industry Keywords

HealthcareLong-Term CareClinical AdministrationHealthTechPCC Platform Experience

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Deliver exceptional customer experiences while resolving technical queries related to cloud-based healthcare applications
Provide empathetic, high-quality support to clients managing, configuring, and using clinical applications
Develop deep expertise in cloud-based software to support 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 key performance indicators (KPIs)
Document customer interactions, investigative steps, and resolutions using the help desk ticketing system
Prioritize and resolve customer issues independently or collaboratively using various communication channels and tools

Requirements

What you’ll need

Proven experience in SaaS-based customer and technical support environments, particularly within clinical environments
1-2 years previous work experience in a Customer Support Environment
Strong understanding of clinical workflows and business processes in long-term care or medical facilities
Demonstrated problem-solving skills and ability to manage customer expectations
Excellent written and verbal communication skills
Comfortable in fast-paced, high-demand environments
Quick learner with strong technical aptitude
Detail-oriented, analytical, patient, and an active listener
High level of customer focus and empathy
Experience collaborating with cross-functional technical teams
Experience supporting and troubleshooting web-based SaaS applications
Familiarity with diagnostic tools used to resolve customer issues
Experience leveraging AI tools and assistants (e.g., MS Co-Pilot, ChatGPT)
Experience using Salesforce/Service Cloud or similar support platforms
Proven background in SaaS customer and technical support environments
Availability to work weekdays from 11 AM to 8 PM EST, with occasional overtime, weekend, holiday, and on-call shifts as required
Prior experience with QuickMAR software preferred
LTHC Industry and PCC Platform Experience preferred, not required
Working knowledge of Nursing, Skilled Nursing, Home and Hospice preferred, not required
Degree or post-secondary education in Healthcare, Business Administration, or Information Technology preferred, not required
Previous work experience in Clinical Administration or HealthTech preferred but not required
Experience with Kibana and AppDynamics preferred but not 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