Solutions Analyst - Pharmacy

Responsibilities

• Provide empathetic, high-quality customer support to clients administering, configuring, and using the application.
• Develop an in-depth understanding of cloud-based software supporting processes and patient care in long-term care facilities.
• Resolve simple to moderately complex technical issues through log analysis, research, and problem recreation.
• Work cross-functionally to deliver quality, customer satisfaction, and timely resolutions.
• Use and search the knowledge base; contribute new or updated content when appropriate.
• Meet or exceed service delivery guidelines and key performance indicators.
• Document issues, investigative steps, and resolutions through phone, email, chat, and web portal using the help desk ticketing system.
• Work weekdays between 8 a.m. and 9 p.m. ET, with occasional scheduled overtime for weekends, holidays, and on-call coverage as business needs require.
• Leverage AI tools to improve work content and user experience.
• Handle client interactions professionally and confidently.
• Manage concurrent tasks while organizing, prioritizing, and coordinating assignments.
• Apply critical thinking and time-management skills in a fast-paced environment.
• Use APIs and service technologies effectively.
• Participate in improving operational tools and processes.
• Work autonomously or as part of a remote team and maintain effective stakeholder relationships.

Requirements

• Post-secondary education required; a degree or education in Information Technology or a related technical field is preferred.
• Experience supporting and troubleshooting web-based software applications.
• Technical support experience is an asset.
• Experience using diagnostic tools to resolve customer issues is preferred.
• PointClickCare experience, including Orders, eMAR, or HL7 messages, is an asset.
• Salesforce or Service Cloud experience.

Nice to Have

• Experience with Integrated Medication Management (IMM), pharmacy integrations, or HL7 workflows.
• PointClickCare EHR experience, particularly with Orders, eMAR, and pharmacy workflows.
• Knowledge of pharmacy operations and medication-management workflows in skilled nursing and long-term care facilities.