US- Technical Solutions Analyst

Summary

PointClickCare is a leading health tech company dedicated to helping providers deliver exceptional care. As a Technical Solutions Analyst, you will be the first point of contact for technical support, responsible for troubleshooting and resolving issues related to the company's products and services while fostering a culture of continuous improvement.

Responsibilities

• Provide technical support to clients by troubleshooting and resolving issues related to our products and services
• Utilize effective troubleshooting strategies/techniques to resolve technical problems
• Collaborate with the technical support team to identify and implement solutions to recurring issues
• Maintain detailed documentation of support activities and solutions provided
• Stay up to date with the latest technology trends and advancements in the industry
• Participate in training and development programs to enhance technical skills and knowledge

Skills

• Strong technical skillset with experience in troubleshooting and resolving technical issues
• Familiarity with troubleshooting strategies and using effective questioning, and the 5 W's and an H
• Demonstrated knowledge of network protocols technologies and debugging tools, including TCP/IP, HTTP, FTP, SSH, and TLS/SSL
• Experience with RDBMS (preferably SQL Server), APIs, SSO/MFA, OAuth, OpenID, JavaScript, HL7, and XML
• Post-secondary diploma or degree in Information Technology or related field
• Previous experience in a technical support role is an asset
• Ability to translate complex technical concepts for both technical and non-technical audiences
• Familiarity with tools like MS Co-Pilot, ChatGPT, and a desire to leverage AI to enhance support workflows
• Proficiency with diagnostic tools such as Kibana, AppDynamics, and other log analysis platforms
• Proven ability to support and troubleshoot web-based software applications
• Healthcare Domain Knowledge experience in any of the following: Care Delivery, Care Coordination, Business Intelligence, or Financial Performance or Pharmacy workflows and Integrations for Skilled Nursing, Senior Living, Home Health, or Acute Care facilities
• Shift work eligibility preferred, not required

Qualifications

Must Haves

• Strong technical skillset with experience in troubleshooting and resolving technical issues
• Familiarity with troubleshooting strategies and using effective questioning, and the 5 W's and an H
• Demonstrated knowledge of network protocols technologies and debugging tools, including TCP/IP, HTTP, FTP, SSH, and TLS/SSL
• Experience with RDBMS (preferably SQL Server), APIs, SSO/MFA, OAuth, OpenID, JavaScript, HL7, and XML
• Post-secondary diploma or degree in Information Technology or related field
• Previous experience in a technical support role is an asset
• Ability to translate complex technical concepts for both technical and non-technical audiences
• Familiarity with tools like MS Co-Pilot, ChatGPT, and a desire to leverage AI to enhance support workflows
• Proficiency with diagnostic tools such as Kibana, AppDynamics, and other log analysis platforms
• Proven ability to support and troubleshoot web-based software applications
• Healthcare Domain Knowledge experience in any of the following: Care Delivery, Care Coordination, Business Intelligence, or Financial Performance or Pharmacy workflows and Integrations for Skilled Nursing, Senior Living, Home Health, or Acute Care facilities

Nice to Haves

• Shift work eligibility preferred, not required

Benefits

• Benefits starting from Day 1!
• Retirement Plan Matching
• Flexible Paid Time Off
• Wellness Support Programs and Resources
• Parental & Caregiver Leaves
• Fertility & Adoption Support
• Continuous Development Support Program
• Employee Assistance Program
• Allyship and Inclusion Communities
• Employee Recognition … and more!