# Solutions Analyst - Financial

**Company:** [PointClickCare](https://hotfix.jobs/companies/pointclickcare)
**Location:** Remote
**Role:** Customer Support
**Salary:** $55k – $65k/yr
**Skills:** Pointclickcare, Log Analysis, Help Desk Ticketing System, Troubleshooting, Customer Support, Problem-Solving
**Posted:** 2026-06-05

> Provide customer support for cloud-based healthcare software used in long-term care facilities, troubleshooting technical issues and resolving customer problems via multiple channels.

## Job Description

## Key Duties and Responsibilities
- Provide world class customer support demonstrating focus and empathy to clients who have problems administering, configuring, and using the application
- Develop an in-depth understanding of our cloud-based software to support processes and patient care in long term care facilities
- Facilitate the resolution of simple to moderately complex technical issues by way of log analysis, research, or problem recreation
- Work cross-functionally within the team, to deliver quality, satisfaction, and resolutions to customers
- Effectively use and search the knowledge base, occasionally contributing new or updated content
- Meet or exceed established service delivery guidelines and key performance indicators
- Thoroughly document problems via phone, email, chat, and web portal to accurately record the issue, investigative steps, and resolution using our help desk ticketing system
- Be available to work rotating shifts between 8am to 8pm EST on weekdays with occasional scheduled overtime for weekends, holidays, and on-call as necessary when determined by business need

## Your Key Strengths
- Understand the business processes and practices within a long-term care or medical facility
- Strong, demonstrable problem-solving skills
- Excellent communication skills, written and oral
- Energized and motivated by a fast paced, dynamic, high demand working environment
- Demonstrated ability to multi-task, prioritize, and manage customer expectations
- A quick learner with acumen for software and technology
- A patient and active listener who is detail-oriented
- High level of customer focus and empathy
- Familiarity with PointClickCare software is an asset

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**Canonical:** https://hotfix.jobs/jobs/75a454e9-d5f8-4b7c-997a-9a9888ab54a8