[Remote] Solutions Analyst (Acute and Payer-General Support)

Note: The job is a remote job and is open to candidates in USA. PointClickCare is a leading health tech company focused on empowering providers to deliver exceptional care. The Solutions Analyst will manage technical interactions, provide customer support, and ensure timely resolution of issues while advocating for clients. 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 Skills 1-2 years of SaaS support experience, Technical Support, and or Operations Support environment Strong understanding of business workflows and processes within SaaS or enterprise applications Proven problem-solving skills and the 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 Experience collaborating with cross-functional technical teams (e.g., Product, Engineering, QA) Experience supporting and troubleshooting web-based SaaS applications Experience with CRM/help desk platforms (e.g., Salesforce Service Cloud, Zendesk, or similar) Be available to work weekdays from 11 AM to 8 PM EST, with occasional overtime, weekend, holiday, and on-call shifts as required Understanding of clinical workflows in long term care or medical facilities Familiarity with diagnostic/observability tools and techniques used to resolve customer issues Benefits 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! Company Overview PointClickCare develops web-based products and services to help long-term care providers manage the complete lifecycle of resident care. It was founded in 1995, and is headquartered in Mississauga, Ontario, CAN, with a workforce of 1001-5000 employees. Its website is Company H1B Sponsorship PointClickCare has a track record of offering H1B sponsorships, with 17 in 2025, 11 in 2024, 11 in 2023, 17 in 2022, 4 in 2021. Please note that this does not guarantee sponsorship for this specific role.