# Solutions Analyst

**Company:** [PointClickCare](https://hotfix.jobs/companies/pointclickcare)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $55k – $65k/yr
**Skills:** mds 3.0, api, CRM, technical support, AI Tools
**Posted:** 2026-07-21

> Provide first-line technical support for EHR/Clinical users, managing cases, maintaining knowledge bases, and building client relationships in a fast-paced remote environment. Requires MDS 3.0 expertise, API knowledge, and strong customer service skills.

## Job Description

## Key Responsibilities
- Provide timely and world-class customer support to users via multiple channels
- Manage incoming support cases by prioritizing based on severity or re-route to other departments as required
- Take ownership and follow up on open cases which are unresolved
- Build strong client relationships by following up with customers in a timely manner
- Maintain knowledge articles for publishing on the support portal for customers to find frequently asked questions
- Maintain records of daily communications, transactions, problems, and remedial actions taken in the CRM system
- Support the department’s goals, objectives, and deliverables
- Work shifts between 8am and 8pm as required

## Requirements
- MDS 3.0 Expertise
- MDS Coordinator Experience
- Sound understanding of API and service technologies and functions
- Ability to handle clients professionally and with a high level of confidence during all interactions
- Ability to work on concurrent tasks while effectively organizing, prioritizing, and coordinating work assignments for self and other team members
- Must excel in a fast-paced environment where critical thinking and time management skills are required for success
- Take initiatives and help establish a positive team environment built on mutual trust and respect
- Participate in the development and improvement of operational tools and processes
- Demonstrate personal leadership attributes by incorporating commitments to ongoing development and continuous learning
- Innovative thinker who is positive, proactive, takes accountability and readily embraces change
- Must be able to work autonomously or as part of a remote team to support and contribute towards the overall organizational goals
- Ability to establish and maintain effective working relationships with internal and external stakeholders
- Degree, or Post-Secondary Education in Information Technology, or related technical field preferred
- Experience in a technical support position an asset

## Nice-to-Haves
- Exposure to AI tools and a desire to leverage them to enhance your work content and user experience

## Similar roles

- [Technical Account Consultant](https://hotfix.jobs/jobs/dc06c245-beb9-4b7e-acae-199bb7c01627) - Rippling - Remote - $55k – $90k/yr
- [Field Operations Contractor](https://hotfix.jobs/jobs/3554e84e-c06a-403c-a40d-477944ae1e63) - Blackbird.xyz - New York, NY - $52k – $73k/yr
- [Fleet Technician](https://hotfix.jobs/jobs/e75e6467-8f96-40ce-b6a0-c05e21744050) - Nuro - Las Vegas, NV - $58k – $78k/yr
- [Technical Support Specialist - West Coast](https://hotfix.jobs/jobs/d0da578f-dfc5-4123-9e01-7d60651873cc) - Skydio - Remote - $60k – $100k/yr
- [Billing Tech Support Specialist](https://hotfix.jobs/jobs/8eb9d904-a5cf-4abe-a3ae-826fe17cfcce) - Prompt Health - Remote - $50k – $60k/yr

**Apply:** https://hotfix.jobs/jobs/a442ed88-1dbe-447f-9711-519cd3f13a77
**Canonical:** https://hotfix.jobs/jobs/a442ed88-1dbe-447f-9711-519cd3f13a77