Solutions Analyst Jobs

PointClickCare

Location:
Canada, Mississauga

Category:
IT - Software Development

Contract Type:
Not provided

Salary:

55000.00 - 60000.00 CAD / Year

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Job Description:

We are seeking a Solution Analyst with proven experience in SaaS-based customer and technical support environments, particularly within clinical environments. Your primary focus will be delivering exceptional customer experiences while resolving technical queries related to our cloud-based healthcare applications. You should be comfortable prioritizing tasks and resolving customer issues independently or collaboratively using various communication channels and tools. Success in this role requires calm, methodical troubleshooting of simple to moderately complex system issues, and a strong understanding of administrative workflows in long-term care and medical facilities.

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:

Proven experience in SaaS-based customer and technical support environments, particularly within clinical environments
Strong understanding of clinical workflows and business processes in long-term care or medical facilities
Demonstrated problem-solving skills and 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
High level of customer focus and empathy
Experience collaborating with cross-functional technical teams
Experience supporting and troubleshooting web-based SaaS applications
Familiarity with diagnostic tools used to resolve customer issues
Experience leveraging AI tools and assistants (e.g., MS Co-Pilot, ChatGPT)
Experience using Salesforce/Service Cloud or similar support platforms
Proven background in SaaS customer and technical support environments

Nice to have:

LTHC Industry and PCC Platform Experience
Previous work experience in Nursing, Skilled Nursing, Home and Hospice (RN, CNA, LPN)
Degree, or Post-Secondary Education in HealthCare, Business Administrations, Information Technology
Prior experience with PointClickCare modules (e.g., UDAs, MDS, POC)
Previous work experience in Clinical Administration or HealthTech
Experience with Kibana and AppDynamics

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