Note: The job is a remote job and is open to candidates in USA. PointClickCare is a leading health tech company dedicated to helping providers deliver exceptional care. As a Technical Solutions Analyst, you will be the first point of contact for technical support, troubleshooting issues and collaborating with the technical support team to enhance customer outcomes.
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
Skills
- 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
Benefits
- 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!
Company Overview
PointClickCare develops web-based products and services to help long-term care providers manage the complete lifecycle of resident care. It was founded in 1995, and is headquartered in Mississauga, Ontario, CAN, with a workforce of 1001-5000 employees. Its website is http://www.pointclickcare.com.