Senior Solutions Analyst (Clinical) – Remote Canada

About the role

We are looking for a seasoned Senior Solutions Analyst to provide world‑class support for our cloud‑based healthcare platform. The role focuses on handling complex technical queries, troubleshooting system issues, and ensuring exceptional customer experiences for long‑term care and medical facilities across Canada.

Key responsibilities

• Provide world‑class customer support and resolve complex technical issues through log analysis, research, and problem recreation.
• Develop an in‑depth understanding of the cloud‑based software to support processes and patient care in long‑term care facilities.
• Work cross‑functionally with product, engineering, and operations teams to deliver quality resolutions.
• Maintain and enhance knowledge‑base content, applying KCS methodologies.
• Mentor less experienced team members and document all interactions in the ticketing system.

Required profile

• Strong understanding of business processes within long‑term care or medical facilities.
• Formal problem‑solving approach; RCA certification is a plus.
• Excellent written and oral communication skills for conveying complex concepts.
• Ability to multitask, prioritize, and manage customer expectations in a fast‑paced environment.
• Prior experience using the PointClickCare application.

Required skills

• PointClickCare application expertise
• SaaS troubleshooting
• Diagnostic tools for issue resolution
• Web‑based software support
• Care delivery and coordination processes
• Business intelligence and financial performance analysis