Solutions Analyst - Pharmacy

Responsibilities

• Provide empathetic, professional customer support for clients administering, configuring, and using the application.
• Develop in-depth knowledge 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.
• Collaborate cross-functionally to deliver quality service, customer satisfaction, and issue resolution.
• Use and search the knowledge base; occasionally contribute new or updated content.
• Meet or exceed service-delivery guidelines and key performance indicators.
• Document issues, investigative steps, and resolutions from phone, email, chat, and web-portal interactions in a help-desk ticketing system.
• Work weekdays between 8 a.m. ET and 9 p.m. ET, with occasional scheduled overtime, weekend or holiday work, and on-call coverage as business needs require.
• Leverage AI tools to improve work content and the user experience.
• Manage concurrent tasks while organizing, prioritizing, and coordinating assignments.
• Participate in improving operational tools and processes.
• Work autonomously or as part of a remote team and maintain effective relationships with internal and external stakeholders.

Requirements

• Post-secondary education in information technology or a related technical field preferred; post-secondary education required.
• Experience supporting and troubleshooting web-based software applications.
• Technical support experience preferred or considered an asset.
• Ability to use diagnostic tools to resolve customer issues.
• Sound understanding of APIs and service technologies.
• Professional, confident communication and strong customer-service skills.
• Strong critical thinking, time-management, organization, and prioritization skills.
• Ability to work effectively in a fast-paced environment.
• Ability to take initiative, demonstrate accountability, embrace change, and pursue continuous learning.

Nice-to-Haves

• 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.
• Experience using PointClickCare modules such as Orders, eMAR, and HL7 messages.
• Experience using Salesforce or Service Cloud.