(US)Solutions Analyst - Acute and Payer - Technical Support
PointClickCareUnited States
PointClickCare United States
3 weeks ago
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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
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.
Seniority level
Not Applicable
Employment type
Full-time
Job function
Information Technology
Industries
Software Development
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