US- Technical Solutions Analyst at PointClickCare in Remote

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 Required Qualifications: - 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 Preferred Qualifications: - Shift work eligibility preferred, not required Required Skills: Troubleshooting, Network protocols, TCP/IP, HTTP, FTP, SSH, TLS/SSL, RDBMS, SQL Server, APIs, SSO, MFA, OAuth, OpenID, JavaScript, HL7, XML, Diagnostic tools, Kibana, AppDynamics, Log analysis, Web-based software support, Healthcare domain knowledge, Care Delivery, Care Coordination, Business Intelligence, Financial Performance, Pharmacy workflows, Integrations for Skilled Nursing, Integrations for Senior Living, Integrations for Home Health, Integrations for Acute Care, AI tools, MS Co-Pilot, ChatGPT, Effective questioning, translate complex technical concepts 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!