PointClickCare Benefits Overview

Provides advanced customer support for cloud-based healthcare and EHR solutions. Responsibilities include triaging and resolving technical cases, managing escalations, maintaining CRM records and knowledge articles, building client relationships, supporting team training, and improving service processes and performance. The role requires customer support experience, API and service technology knowledge, strong prioritization, critical thinking, and familiarity with long-term care workflows.

Leads the partnerships team and oversees the full partner lifecycle, including identification, negotiation, go-to-market execution, onboarding, and performance management. Develops PointClickCare’s data strategy and authorized data access processes for customers and third-party vendors. Collaborates with Product, Engineering, Sales, Marketing, Corporate Development, Legal, and Regulatory teams to deliver a compliant data strategy roadmap aligned with market and customer needs.

Provide customer support for cloud-based healthcare and billing solutions used by senior living and long-term care facilities. Resolve technical issues through phone, email, chat, and remote sessions; document problems in Salesforce Service Cloud; collaborate across departments; coordinate issue-resolution meetings; and maintain knowledge of product releases, AI tools, and healthcare SaaS workflows.