US- Sr. Solutions Analyst (Clinical)
Core
Provide world-class customer support and resolve complex technical issues for cloud-based healthcare solutions serving long-term care and medical facilities.
Role type
Senior Solutions Analyst (Customer Support)
Builds
Cloud-based healthcare software platform
Domain
Healthcare technology / Long-term care
Deliverable
client delivery
Required skills
SaaS troubleshooting, RCA certification, knowledge base management, KCS methodologies, diagnostic tools usage, care delivery domain knowledge, web application support
Preferred skills
PointClickCare application experience, business intelligence, care coordination, financial performance in senior living/home health/acute care
Technologies
PointClickCare application, web-based software applications, help desk ticketing system
Responsibilities
Resolve complex technical issues via log analysis and problem recreation, author and update knowledge base content, mentor team members on troubleshooting and support best practices, document issues and resolutions in the help desk system, exceed service delivery guidelines and KPIs
Seniority
Senior, hands-on IC