Solutions Analyst Jobs

PointClickCare

Location:
United States

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

58000.00 - 63000.00 USD / Year

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Job Description:

As a Solutions Analyst, you are responsible for the delivery and management of technical and integration interactions and will own the most challenging and interesting cases. Being 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 Customer operations, being a support liaison means you must solve technical issues both internally and externally, and maintain strong communication between both sides, reporting into the Manager, Customer Support for all technical support needs.

Job Responsibility:

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

Requirements:

1-2 years of SaaS support experience, Technical Support, and or Operations Support environment
Understanding of clinical workflows in long term care or medical facilities (preferred, not required)
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
Familiarity with diagnostic/observability tools and techniques used to resolve customer issues (preferred)
Experience with CRM/help desk platforms (e.g., Salesforce Service Cloud, Zendesk, or similar)

Nice to have:

Exposure to AI tools and a desire to leverage them to enhance product management practices and product capabilities
Familiarity with diagnostic/observability tools and techniques used to resolve customer issues

What we offer:

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

Additional Information:

Job Posted:
December 11, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Solutions Analyst