Solutions Analyst (Technical Account Management)

PointClickCare is a leading North American healthcare technology platform enabling meaningful care collaboration and real‐time patient insights. For over 20 years, the company has been focused on realizing its vision: to help create a world in which providers and plans can confidently deliver frictionless care. Since its inception, PointClickCare has grown exponentially, with over 2,200 employees working to impact millions across North America. Recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Cultures, PointClickCare leads the way in creating cloud-based healthcare software.

At PointClickCare, we offer a wealth of opportunities and a vibrant culture that empowers our employees. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you’ll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare across North America. We believe that work becomes profoundly fulfilling when driven by a higher purpose.

Join us and be part of a team that is making a real impact.

To learn more about us, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

Position Summary:

You are responsible for the delivery and management of technical and integration interactions and will own the most challenging and interesting cases. As a customer facing support expert, you will be solution focused, and service oriented to advocate for the customers when working or escalating high priority cases and issues. In this role, it is equally important to accurately communicate system behaviors and next steps internally and externally.

NOTE: This role provides both Business user Functional support and technical support.

Key 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 8am to 8pm EST 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.

Your Key Strengths:

•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 AppDynamics, Rhapsody Integration Engine, Laboratory/Radiology/Pharmacy Management Systems is a plus

•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

•Experience with Sales Force/Service Cloud, Confluence.

•Experience with PointClickCare Application systems. (Preferred not required)

•Experience with Knowledge-Centre Support (KCS).

•ITIL principles a plus

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PointClickCare Benefits & 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 … and more!

It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact recruitment@pointclickcare.com should you require any accommodations.

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PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.