US- Solutions Analyst (QMar- EHR Support)

We are seeking a Solution Analyst with proven experience in SaaS-based customer and technical support environments, particularly within clinical environments. Your primary focus will be delivering exceptional customer experiences while resolving technical queries related to our cloud-based healthcare applications. Success in this role requires calm, methodical troubleshooting of simple to moderately complex system issues, and a strong understanding of administrative workflows in long-term care and medical facilities.

Responsibilities

Provide empathetic, high-quality support to clients managing, configuring, and using clinical applications; Develop deep expertise in cloud-based software to support clinical workflows and patient care in long-term care settings; Troubleshoot technical issues through log analysis, research, and problem recreation; Collaborate cross-functionally to ensure customer satisfaction and timely issue resolution; Leverage and contribute to the internal knowledge base to improve support efficiency; Consistently meet or exceed service delivery standards and key performance indicators (KPIs); Accurately document customer interactions, investigative steps, and resolutions using the help desk ticketing system; Be available to work weekdays from 11 AM to 8 PM EST, with occasional overtime, weekend, holiday, and on-call shifts as required

Requirements

1-2 years previous work experience in a Customer Support Environment; Strong understanding of clinical workflows and business processes in long-term care or medical facilities; Demonstrated problem-solving skills and ability to manage customer expectations; Excellent written and verbal communication skills; Comfortable in fast-paced, high-demand environments; Quick learner with strong technical aptitude; Detail-oriented, analytical, patient, and an active listener; High level of customer focus and empathy; Experience collaborating with cross-functional technical teams; Experience supporting and troubleshooting web-based SaaS applications; Familiarity with diagnostic tools used to resolve customer issues; Experience leveraging AI tools and assistants (e.g., MS Co-Pilot, ChatGPT); Experience using Salesforce/Service Cloud or similar support platforms; Proven background in SaaS customer and technical support environments

Nice to have

Prior experience with the QuickMAR software; LTHC Industry and PCC Platform Experience; Working knowledge of Nursing, Skilled Nursing, Home and Hospice (RN, CNA, LPN); Degree, or Post-Secondary Education in HealthCare, Business Administration, Information Technology; Previous work experience in Clinical Administration or HealthTech; Experience with Kibana and AppDynamics

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