# Solutions Analyst
**Company:** [PointClickCare](https://hotfix.jobs/companies/pointclickcare)
**Location:** Remote
**Salary:** $60K-$65K
**Skills:** Mds 3.0, Mds Coordinator, API, CRM, Technical Support, Customer Service, Knowledge Management
**Posted:** 2026-06-26
> Provide end-user technical support for MDS Clinical users, managing cases, maintaining knowledge articles, and building client relationships in a remote US role. Requires MDS 3.0 expertise and coordinator experience.
## 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 and 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

## Your Key Strengths
- Exposure to AI tools and a desire to leverage them to enhance your work content and user experience
- 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
- Sound understanding of API and service technologies and functions
- 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

## Required Skills
- MDS 3.0 Expertise
- MDS Coordinator Experience

## Nice-to-Haves
- Degree, or Post-Secondary Education - Information Technology, or related technical field preferred
- Experience in a technical support position an asset
**Apply:** https://hotfix.jobs/jobs/solutions-analyst-at-pointclickcare-ba9090f8-d973-4aa4-bfcc-22bbdd9de09d
**Canonical:** https://hotfix.jobs/jobs/solutions-analyst-at-pointclickcare-ba9090f8-d973-4aa4-bfcc-22bbdd9de09d