Solutions Analyst (TAM, Customer Support)

📋 Description

• • Serve as a customer-facing technical support expert responsible for troubleshooting and resolving complex technical and integration-related issues via phone and electronic channels.
• • Own and manage high-priority customer cases, advocating for clients while ensuring accurate communication of system behaviors, root causes, and resolution steps both internally and externally.
• • Deliver both functional business user support and technical support, requiring deep product knowledge and the ability to translate technical issues into actionable solutions for non-technical stakeholders.
• • Develop comprehensive understanding of PointClickCare’s platform, including its infrastructure, integrations, and workflows, to identify trends affecting functionality, availability, capacity, user satisfaction, and performance.
• • Collaborate cross-functionally with engineering, product, and operations teams to escalate issues, coordinate resolutions, and ensure timely communication of solutions to customers and internal teams.
• • Document all user problems and incidents according to standard operating procedures (SOPs) to support defect investigation, prevent recurrence, and enhance the knowledge base.
• • Maintain up-to-date expertise on new product features, tools, and functionalities, and actively contribute to upskilling peers through knowledge sharing and mentoring.
• • Participate in internal and external meetings to coordinate problem resolution, including cross-team escalation calls and customer-facing troubleshooting sessions.
• • Contribute to the maintenance and enhancement of the company’s knowledge base and support documentation tools.
• • Monitor and analyze system performance using diagnostic tools to identify anomalies, bottlenecks, or degradation in service delivery.
• • Work within a 24/7 support model, including availability between 8am–8pm EST on weekdays, occasional weekend shifts, and on-call rotations as required.
• • Leverage AI tools to enhance troubleshooting efficiency, improve decision-making, and optimize customer support workflows.
• • Support integrations involving APIs, OAuth, OpenID, SOAP, REST, HL7, XML, and other healthcare data standards.
• • Utilize monitoring platforms such as AppDynamics, New Relic, Datadog, and Rhapsody Integration Engine to diagnose and resolve system-level issues.
• • Apply SQL and RDBMS knowledge (preferably SQL Server) to query and analyze data for issue resolution and trend identification.
• • Work within cloud-based, scalable, high-performance web applications and understand the implications of infrastructure changes on customer experience.
• • Utilize Service Cloud, Confluence, and Knowledge-Center Support (KCS) methodologies to manage case tracking, documentation, and collaboration.
• • Apply ITIL principles to support processes, incident management, and service continuity.
• • Maintain meticulous attention to detail in documentation, communication, and technical analysis to ensure accuracy and compliance with internal standards.