Senior Solutions Analyst, Clinical

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver exceptional customer support and ensure successful outcomes for clients encountering challenges with application administration, configuration, and usage.

• Acquire comprehensive knowledge of cloud-based software that facilitates processes and patient care in long-term care facilities.

• Address intricate technical issues through log analysis, research, or problem recreation.

• Collaborate across departments to ensure quality, satisfaction, and effective customer resolutions.

• Utilize the knowledge base and contribute high-quality content.

• Promote, advocate, and embody KCS methodologies.

• Write and revise knowledge-base content.

• Surpass established service delivery guidelines and key performance indicators (KPIs).

• Mentor junior team members on SaaS troubleshooting, customer support best practices, and internal procedures.

• Record problems, investigative steps, and resolutions via phone, email, chat, and web portal in the help desk ticketing system.

• Participate in rotating customer support shifts and occasional scheduled overtime as needed.

• Report directly to the Sr Manager, Customer Support.

⛳️ Requirements

• Significant experience working with SaaS software.

• Familiarity with business processes and practices in a long-term care or medical facility.

• A methodical approach to problem-solving; RCA certification is a plus.

• Exceptional written and verbal communication skills.

• Capability to multitask, prioritize, and manage customer expectations effectively.

• Quick to learn complex aspects of new software functionalities, emerging products, and supporting systems.

• Patient, attentive listener with strong attention to detail.

• High level of customer focus and empathy.

• Prior experience with the PointClickCare application is mandatory.

• Experience in using/supporting PointClickCare.

• 1–2 years of hands-on experience in supporting and troubleshooting web-based software applications.

• Experience utilizing diagnostic tools to resolve customer issues.

• Background in Care Delivery, Care Coordination, Business Intelligence, or Financial Performance for Skilled Nursing, Senior Living, Home Health, or Acute Care facilities.

• A Bachelor's degree or post-secondary education is preferred.

• Availability to work rotating weekday shifts between 8am and 8pm EST.

• Willingness to occasionally work scheduled overtime on weekends and holidays.

• Proficiency in English is required for both written and oral communication; no explicit language requirement is stated.

🏝️ Benefits

• Benefits begin on Day 1.

• Retirement Plan Matching.

• Flexible Paid Time Off.

• Wellness Support Programs and Resources.

• Parental & Caregiver Leaves.

• Fertility & Adoption Support.

• Ongoing Development Support Program.

• Employee Assistance Program.

• Allyship and Inclusion Communities.

• Employee Recognition.

• In-office events including onboarding, team events, and semi-annual and annual team meetings; travel to and from the Mississauga and/or Salt Lake City office is required for these events.

• Eligibility for overtime.