Senior Solutions Analyst – Care Services

PointClickCare

PointClickCare health-tech support analyst serving senior-care users remotely. Managing technical support cases, customer relationships, knowledge articles, and CRM records for healthcare providers.

Posted 8/16/2026full-timeRemote • 🇺🇸 United StatesSenior💰 CA$60,000 - CA$70,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing world-class customer support, managing support cases, and building strong client relationships. Proficient in utilizing AI tools and maintaining effective communication with stakeholders in a fast-paced environment.

Highest-signal resume keywords

Customer SupportAPI UnderstandingTechnical Support ExperienceCritical ThinkingTime Management

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

APIService TechnologiesCRM System ManagementKnowledge Article MaintenanceOperational Tools Development

Soft Skills

Professional Client InteractionOrganizational SkillsPrioritizationCoordinationRelationship Building

Tools & Technologies

AI ToolsSupport Portal

Industry Keywords

Care DeliverySenior Living FacilitiesTechnical Field Education

About the role

Key responsibilities & impact

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
Participate in the development and improvement of operational tools and processes
Report into the Sr Manager, Customer Support

Requirements

What you’ll need

Exposure to AI tools and a desire to leverage them to enhance work content and user experience
Ability to handle clients professionally and confidently during all interactions
Ability to work on concurrent tasks while organizing, prioritizing, and coordinating assignments
Critical thinking and time management skills in a fast-paced environment
Sound understanding of API and service technologies and functions
Ability to work autonomously or as part of a remote team
Ability to establish and maintain effective relationships with internal and external stakeholders
Degree or post-secondary education in Information Technology or a related technical field preferred
Experience in a technical support position an asset
Expertise in Care Delivery for Senior Living Facilities
Ability to work shifts between 8am and 8pm as required

Benefits

Comp & perks

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
Performance based bonus
Fulltime benefits
Overtime eligible