Note: The job is a remote job and is open to candidates in USA. PointClickCare is a leading health tech company focused on empowering providers to deliver exceptional care. The Technical Solutions Analyst will serve as the first point of contact for technical support, troubleshooting issues and collaborating with the 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
- Shift work eligibility preferred, not required
Benefits
- 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.