P
Pointclickcare
Senior Solutions Analyst (Care Services)
Skills
AICRMCustomer Support
2 months ago
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Important information
Contract type:
Permanent
Salary:
$60,000 – $68,000 / year
Location:
United States
Work mode:
Onsite
Published on:
23 August 2026
What they need
- Our Support team provides end-user support to our diverse base of professionals. Our team works as the first point of contact for a wide range of technology related issues.
- Reporting into the Sr Manager, Customer Support
- Provide timely and world class customer support to users via multiple channels
- Manage incoming support cases by prioritizing based on severity and or re-route to other departments as required
- Take ownership and follow up on open cases which are unresolved
- Build strong client relationships by following up with customers in a timely manner
- Maintain knowledge articles for publishing on the support portal for customers to find frequently asked questions
- Maintain records of daily communications, transactions, problems, and remedial actions taken in the CRM system
- Support the department’s goals, objectives, and deliverables
- Work shifts between 8am and 8pm as required- PointClickCare is currently looking for a motivated individual to join our team as the support analyst on the Senior Care team
- If you are looking for an opportunity to expand your technical skills and are passionate about delivering exceptional customer service – then, we certainly have the right opportunity for you
- Innovative thinker who is positive, proactive, takes accountability and readily embraces change
- Must be able to work autonomously or as part of a remote team to support and contribute towards the overall organizational goals
- Expertise in Care Delivery for Senior Living Facilities
- Take initiatives and help establish a positive team environment built on mutual trust and respect
- Sound understanding of API and service technologies and functions
- Degree, or Post-Secondary Education -Information Technology, or related technical field preferred
- Participate in the development and improvement of operational tools and processes
- Ability to work on concurrent tasks while effectively organizing, prioritizing, and coordinating work assignments for self and other team members
- Ability to handle clients professionally and with a high level of confidence during all interactions
- Experience in a technical support position an asset
- Exposure to AI tools and a desire to leverage them to enhance your work content and user experience
- Ability to establish and maintain effective working relationships with internal and external stakeholders
- Must excel in a fast-paced environment where critical thinking and time management skills are required for success
- Demonstrate personal leadership attributes by incorporating commitments to ongoing development and continuous learning
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