# Solutions Analyst - Pharmacy

**Company:** [PointClickCare](https://hotfix.jobs/companies/pointclickcare)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $55k – $65k/yr
**Skills:** cloud software, APIs, service technologies, log analysis, diagnostic tools, hl7, integrated medication management, pharmacy integrations, pointclickcare ehr, orders, emar, Salesforce, service cloud, help desk ticketing
**Posted:** 2026-08-11

> Provides technical customer support for pharmacy-related workflows in cloud-based healthcare software, resolving issues through troubleshooting, log analysis, research, and documentation. The role requires strong communication, web-application support experience, and familiarity with pharmacy, EHR, HL7, or medication-management workflows preferred.

## Job Description

## 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.

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