US- Solutions Analyst (QMar- EHR Support)

Location: Remote, USA; occasional travel to the Mississauga and/or Salt Lake City offices for onboarding, team events, and semi-annual or annual meetings. Required availability: weekdays from 11 AM to 8 PM EST, with occasional overtime, weekend, holiday, and on-call shifts.

Salary: USD 58,000–65,000 per year

Company

hirify.global is a privately held health technology company providing cloud-based healthcare applications, a long-term and post-acute care dataset, and an integrated partner marketplace for healthcare providers.

What you will do

• Provide empathetic support for clients managing, configuring, and using clinical applications.
• Build expertise in cloud-based software and administrative workflows supporting long-term care and patient care.
• Troubleshoot technical issues through log analysis, research, and problem recreation.
• Collaborate with cross-functional teams to resolve issues and maintain customer satisfaction.
• Use and improve the internal knowledge base and document customer interactions, investigations, and resolutions in the help desk ticketing system.
• Meet or exceed service delivery standards and KPIs.

Requirements

• 1–2 years of experience in a customer support environment, including SaaS-based customer and technical support.
• Strong understanding of clinical workflows and business processes in long-term care or medical facilities.
• Experience supporting and troubleshooting web-based SaaS applications and familiarity with diagnostic tools.
• Problem-solving skills, ability to manage customer expectations, and experience collaborating with cross-functional technical teams.
• Excellent written and verbal communication, customer focus, empathy, patience, attention to detail, analytical ability, and active listening.
• Strong technical aptitude and ability to learn quickly in a fast-paced, high-demand environment.
• Experience using Salesforce/Service Cloud or similar support platforms.
• Experience leveraging AI tools and assistants such as Microsoft Copilot or ChatGPT.

Nice to have

• QuickMAR software experience.
• Long-term care industry or hirify.global platform experience.
• Working knowledge of nursing, skilled nursing, home health, or hospice roles and workflows, including RN, CNA, or LPN experience.
• Degree or post-secondary education in healthcare, business administration, or information technology.
• Clinical administration or health technology experience.
• Experience with Kibana and AppDynamics.

Culture & Benefits

• Benefits start from Day 1 and include retirement plan matching, flexible paid time off, wellness support, and employee assistance resources.
• Parental and caregiver leave, fertility and adoption support, and continuous development support are provided.
• Employee recognition and allyship and inclusion communities are available.
• AI tools are used in candidate screening and assessment, and employees are supported in using AI for creativity, productivity, and decision-making.
• Equal employment opportunity and accommodations are available throughout the selection process.