Solution Analyst - PointClickCare

Employment Type: Full-Time

Position Overview

PointClickCare is a leading health tech company dedicated to helping providers deliver exceptional care. We are seeking a Solution Analyst with proven experience in SaaS-based customer and technical support environments, particularly within clinical settings. Your primary focus will be delivering exceptional customer experiences while resolving technical queries related to our cloud-based healthcare applications. Success in this role requires calm, methodical troubleshooting of simple to moderately complex system issues, and a strong understanding of administrative workflows in long-term care and medical facilities.

Key Responsibilities

• Provide empathetic, high-quality support to clients managing, configuring, and using our clinical applications.
• Develop deep expertise in our 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.
• Consistently meet or exceed service delivery standards and key performance indicators (KPIs).
• Accurately document customer interactions, investigative steps, and resolutions using our help desk ticketing system.
• Be available to work weekdays from 11 AM to 8 PM EST, with occasional overtime, weekend, holiday, and on-call shifts as required.

Your Key Strengths

• 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.
• Familiarity with PointClickCare software is a strong asset.
• Experience collaborating with cross-functional technical teams.
• Experience supporting and troubleshooting web-based SaaS applications.

Company Information

At PointClickCare, our mission is simple: to help providers deliver exceptional care. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare. With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact.

Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey.

Join us in redefining healthcare — so it doesn’t just survive, it thrives.

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

Note: Shift work is required for eligibility.