Taking applicationsVoice Support·Posted 12d ago
Canada ‑ Sr. Solutions Analyst (TAM‑Clinical)
PointClickCare
Canada
Pay
$22–$24.5/hr
Job type
Full-time · Remote
Hours
US hours
Location
Canada
EnglishSenior level
About the role
Senior customer support role for PointClickCare's cloud-based healthcare software, handling complex technical queries and complaints via phone, email, chat, and web portal. Canada-based full-time position paying CAD 65,000–72,000/year, with rotating shifts between 8am and 8pm EST.
What you'll do
- Provide customer support for administration, configuration, and application use
- Resolve complex technical queries and complaints via phone, email, chat, and web portal
- Facilitate resolution through log analysis, research, or problem recreation
- Work cross-functionally to deliver customer satisfaction
- Use and contribute to the knowledge base
- Mentor less experienced team members
- Document issues in help desk ticketing system
- Work rotating shifts between 8am and 8pm EST
What you'll need
- SaaS software experience
- Experience handling complex technical customer queries
- Understanding of long-term care or medical facility workflows
- Strong problem-solving approach
- Excellent written and oral communication
- Ability to multi-task, prioritize, and manage expectations
- Comfort in fast-paced, high-demand environment
- Canada-based role
Skills
SaaS softwareCustomer supportTroubleshooting complex technical issuesLog analysisProblem recreationKnowledge base/KCSHelp desk ticketingLong-term care workflows
Benefits
FlexibilityCareer growthTraining and development
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