Solutions Analyst (TAM)

At PointClickCare our mission is simple : to help providers deliver exceptional care. And that starts with our people. 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. Job 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 : Exposure to AI tools and a desire to leverage them to enhance product management practices and product capabilities.
• 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 skills.
• Problem solving and documents skills with attention to detail.
• Strong technical investigative and analytical skills.
• 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 Knowledge-Centre Support (KCS).
• ITIL principles a plus$55,000 - $62,000 a yearAt PointClickCare, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $55,000 - $62,000 with fulltime benefits!Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all US locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and / or work location.