US- Technical Solutions Analyst

At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we empower our employees to push boundaries, innovate, and shape the future of healthcare.

With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. 

At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey.

Join us in redefining healthcare — so it doesn’t just survive, it thrives. To learn more about PointClickCare, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.

**Travel to Office expectations**

For Remote Roles: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings.

For Hybrid Roles: If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role.

Position Summary: 

As a Technical Solution Analyst, you will be the first point of contact for technical support within our organization. This role is designed as an entry point into our technical support team, offering opportunities for growth and development in a fast-paced environment.

You will apply structured problem analysis to troubleshoot a diverse range of issues, considering multiple factors and variables. Leveraging your technical skills and growth mindset, you will deliver exceptional customer outcomes while fostering a culture of continuous improvement.

Reporting to the Manager, Technical Customer Support

Key Duties and Responsibilities:

•    Provide technical support to clients by troubleshooting and resolving issues related to our products and services.
•    Utilize effective troubleshooting strategies/techniques to resolve technical problems.
•    Collaborate with the technical support team to identify and implement solutions to recurring issues.
•    Maintain detailed documentation of support activities and solutions provided.
•    Stay up to date with the latest technology trends and advancements in the industry.
•    Participate in training and development programs to enhance technical skills and knowledge.

Your Key Strengths:


•    Strong technical skillset with experience in troubleshooting and resolving technical issues.
•    Familiarity with troubleshooting strategies and using effective questioning, and the 5 W's and an H.
•    Demonstrated knowledge of network protocols technologies and debugging tools, including TCP/IP, HTTP, FTP, SSH, and TLS/SSL.
•    Experience with RDBMS (preferably SQL Server), APIs, SSO/MFA, OAuth, OpenID, JavaScript, HL7, and XML.
•    Post-secondary diploma or degree in Information Technology or related field.
•    Previous experience in a technical support role is an asset.
•    Ability to translate complex technical concepts for both technical and non-technical audiences.
•    Familiarity with tools like MS Co-Pilot, ChatGPT, and a desire to leverage AI to enhance support workflows.
•    Proficiency with diagnostic tools such as Kibana, AppDynamics, and other log analysis platforms.
•    Proven ability to support and troubleshoot web-based software applications.
•    Healthcare Domain Knowledge experience in any of the following: Care Delivery, Care Coordination, Business Intelligence, or Financial Performance or Pharmacy workflows and Integrations for Skilled Nursing, Senior Living, Home Health, or Acute Care facilities. 

#Remote
#MG-Li1
#TechB-P1

PointClickCare Benefits & Perks:

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 … and more!

It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact recruitment@pointclickcare.com should you require any accommodations. As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment.

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PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.