Customer Support Lead Solutions Analyst

For more than 20 years, PointClickCare has been the backbone of senior care. We’ve amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform.

With Collective Medical & Audacious Inquiry, we’ve become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient’s journey.

For more information on PointClickCare, please connect with us on Glassdoor and LinkedIn.

Position Summary:

Use technical expertise to provide clear direction for cloud-based healthcare solutions customer support team. Help resolve cases by advising on next steps, determining long term strategies, and involving relevant parties. Produce successful outcomes for clients with pressing challenges relating to administration, configuration, and utilization the application. Thoroughly document problems via phone, email, chat, and web portal to accurately record the issue, investigative steps, and resolution using our help desk ticketing system. Facilitate the resolution of a full range of complex technical issues by way of research, log analysis, problem recreation, working with other internal teams, to deliver quality, high satisfaction outcomes for our customers. Mentor less experienced team members on trouble shooting SaaS products, technical knowledge, best practices, internal processes, and soft skills through formal knowledge transfers. Assist in selecting & training team staff. Drive training, technical knowledge, and KCS adoption for the team and organization. Exceed established service delivery guidelines and key performance indicators.

Minimum Requirements

• Bachelor’s Degree in Computer Science, Engineering, or closely related field, plus two (2) years of experience in a computer software professional position, to include: supporting and trouble-shooting web-based software applications using diagnostic tools; customer support; Jira, SQL, PL/SQL, and TSQL. Telecommuting permitted

$76,000 - $82,000 a year

At 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 $76,000 - $82,000 + bonus + 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. Your recruiter can share more information about our total rewards package during the hiring process.

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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