Lead Solutions Analyst - Patient Pattern - Remote

Overview

PointClickCare is a leading North American healthcare technology platform enabling meaningful care collaboration and real‐time patient insights. The company is focused on realizing its vision to help create a world in which providers and plans can confidently deliver frictionless care.

In Short

• Provide world-class customer support for EHR and Care Coach products.
• Document problems accurately using the help desk ticketing system.
• Resolve complex technical issues through research and collaboration.
• Mentor team members on troubleshooting and best practices.
• Assist in selecting and training team staff.
• Drive training and technical knowledge adoption within the team.
• Exceed established service delivery guidelines and KPIs.
• Work rotating shifts between 11am to 8pm EST.

Requirements

• Strong communication skills and leadership qualities.
• Experience managing customer expectations.
• Proficiency in using diagnostic tools like Kibana and App Dynamics.
• Excellent organizational skills.
• Understanding of business processes in long-term care or medical facilities.
• 3-4 years of experience supporting web-based software applications.
• Experience in a leadership role.

Benefits

• Dynamic work environment with opportunities for career advancement.
• Engaging culture focused on meaningful work.
• Impactful work in the healthcare sector.