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(US)Solutions Analyst - Acute and Payer - Technical Support
Catonsville, MD
Job Description
For more than 20 years, PointClickCare has been the backbone of senior care. We've amassed the richest senior care dataset making our market density untouchable and our connections to the healthcare ecosystem exponentially more powerful than those of any other platform.
With Collective Medical & Audacious Inquiry, we've become the most expansive, full-continuum care collaboration network, offering care teams immediate, point-of-care access to deep, real-time insights at every stage of a patient's journey.
For more information on PointClickCare, please connect with us on and .
Position Summary:
PointClickCare (PCC) is currently looking for a motivated individual to join our Customer Support team. The Customer Support team is instrumental in helping provide technical operations support for software applications that are changing healthcare across the country. Solutions Analysts are a passionate group of quick learners who provide excellent customer service to our customers through resolving incidents and fulfilling service requests. They also configure our products, troubleshoot issues, and recommend solutions.
This is a full-time, permanent, remote position reporting to the Manager, Customer Support.
Responsibilities:
- Operate SaaS-developed and commercial off-the-shelf (COTS) products and software.
- Create analytics reports using SQL queries and scripting languages.
- Provide effective production support and maintenance.
- Troubleshoot customer issues and work on service requests.
- Configure new subscribers and data senders.
- Run data reports on a regular basis.
- Perform data analysis for larger datasets.
- Coordinate with other technical teams to resolve operational issues.
- Communicate effectively with business partners and clients when needed.
- Develop innovative solutions to solve operational challenges.
- Add to and maintain knowledge articles.
- Other tasks and duties as assigned
Required Qualification:
- Minimum of 2+ years experience providing technical support for software applications.
- Experience or ability to learn Python, PowerShell, or other scripting languages.
- Experience in building complex SQL queries.
- Manage multiple job duties through efficient task management.
- Multi-task and switch priorities as necessary.
- Demonstrate empathy for our customers and clearly communicate updates and solutions through regular ticket updates.
- Will require a work schedule that includes on-call hours, and/or evening/weekend hours to provide technical support to customers in different time zones.
Preferred:
- Experience with Amazon Web Services (AWS)
- Experience providing technical support within a SaaS environment
Qualifications and Experience
- Degree, or Post-Secondary Education -Information Technology, or related technical field preferred
- Experience in a technical support position as an asset
- Excellent written and verbal communication skills
$55,000 - $63,000 a year
At PointClickCare, base salary is one of the many components that make up our total rewards package. The US base salary range for this position is $55,000 - $63,000 + bonus or commission + equity + benefits. Our salary ranges are determined by job and level. The range displayed on each job posting reflects the target for new hire salaries for the position across all US locations. Within the range, individual compensation is determined by job-related skills and knowledge, relevant experience including professional and lived experience, and/or work location. Your recruiter can share more information about our total rewards package during the hiring process.
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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.
When you apply for a position, your information is processed and stored with Lever, in accordance with . We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare's human resources team:
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.
Audacious Inquiry is an Affirmative Action/Equal Opportunity Employer.
Audacious Inquiry is deeply committed to the principles of equity, diversity, and inclusiveness. We seek to create a pluralistic community for all team members and we are proud to be an Affirmative Action/Equal Opportunity employer. We encourage all people to apply.
Job Summary
Company
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Experience
2+ years
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