(Canada) Solutions Analyst

About the role

PointClickCare is a health technology company that helps care providers deliver outstanding service to their patients. The company operates the largest long-term and post-acute care dataset and maintains a Marketplace with more than 400 integrated partners. The platform currently supports over 30,000 provider organizations across the healthcare sector. This Solutions Analyst position sits on the Pharmacy Care team within the Support department and serves as the first point of contact for end users facing technology-related issues. The role reports directly to the Manager of Customer Support and focuses on delivering exceptional customer service while expanding technical capabilities.

Key facts

What you'll do

• Serve as the primary support contact for Pharmacy Care end users who interact with the PointClickCare platform daily
• Troubleshoot and resolve a wide range of technology-related issues reported by customers in a timely manner
• Document each support case with detailed notes to build a knowledge base for the team and future reference
• Escalate unresolved or complex technical problems to the appropriate internal engineering or product teams for further investigation
• Guide pharmacy staff through system workflows and help them navigate the platform features with confidence and clarity
• Collaborate with the Pharmacy Care team to identify recurring issues and propose practical solutions or workflow improvements
• Participate in regular team meetings and contribute ideas for optimizing internal processes and customer support procedures
• Maintain a high level of accuracy and professionalism in all written and verbal customer interactions at all times
• Assist with creating and updating training materials that help new and existing users get the most from the system
• Monitor support ticket queues and ensure all incoming requests receive a response within established timeframes
• Gather feedback from end users and share insights with the product and engineering teams to inform future updates
• Stay current with platform changes and product releases so that support guidance remains accurate and up to date

Requirements

• Demonstrated experience in a customer support or technical assistance role, preferably within the healthcare industry
• Strong understanding of software platforms and the ability to learn new systems and tools on your own
• Excellent written and verbal communication skills for interacting with a diverse group of end users regularly
• Ability to manage multiple support cases at once and set clear priorities to meet service level expectations
• A detail-oriented approach to documenting issues, tracking resolutions, and maintaining accurate records of customer interactions
• Comfortable working independently in a remote setting with strong self-discipline and effective time management habits
• Willingness to travel to the Mississauga office and the Salt Lake City office for required in-person events
• Degree or equivalent practical experience in a relevant technical field or a healthcare-adjacent discipline
• Familiarity with pharmacy operations or medication management workflows is a strong advantage for this position
• Ability to remain calm and solution-focused when handling urgent or high-pressure support situations from customers

Nice to have

• Familiarity with long-term care or post-acute care settings and an understanding of their unique operational workflows
• Prior hands-on experience with pharmacy management systems or other healthcare-focused software platforms and applications
• Knowledge of database concepts and basic SQL querying abilities to assist with data-related support requests
• Background in onboarding new users or leading training sessions for software tools in a professional setting

Skills & tools

• Proficiency with customer relationship management and ticketing platforms used to track and resolve support cases
• Experience with web-based SaaS applications and cloud-hosted software environments common in modern healthcare IT
• Ability to navigate pharmacy-related software and understand medication workflow terminology used by care providers
• Familiarity with data entry practices and maintaining accuracy in high-volume support and documentation settings
• Comfort with remote collaboration tools including video conferencing, shared documents, and instant messaging platforms
• Basic understanding of healthcare IT standards, data privacy regulations, and compliance requirements relevant to the field

Practical notes

• This role requires travel to the Mississauga office and the Salt Lake City office for onboarding, team events, and semi-annual or annual meetings
• Remote employees must be prepared to attend in-office gatherings as scheduled by the team and management throughout the year
• The position is full-time and reports directly to the Manager of Customer Support on the Pharmacy Care team
• PointClickCare is a privately held, founder-led company that reinvests a significant share of revenue into research and development
• The company has been recognized by Forbes as a top private cloud company and named one of Canada's Most Admired Corporate Cultures
• Employees are expected to integrate AI tools into their daily workflows to enhance productivity and support thoughtful decision-making

About the company

, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn. Travel to Office expectations For Remote Roles: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office.