Customer Support Analyst - IT Support - Remote Night Shift Opportunity with Intelerad

Join the Intelerad Team: Delivering Clarity in Healthcare through Innovative Medical Imaging Solutions

At Intelerad, we're passionate about transforming the healthcare landscape by providing cutting-edge medical imaging solutions that empower physicians to deliver faster, more accurate diagnoses. Our InteleShare application is used by nearly 2,000 healthcare organizations worldwide, and we're seeking a skilled Customer Support Analyst - IT Support to join our Night Shift Support team. As a full-time, remote employee, you'll play a critical role in ensuring our software is properly configured and working efficiently for our customers.

About Intelerad

Headquartered in Raleigh, NC, and Montreal, Intelerad is a leading provider of medical imaging solutions, streamlining the flow of information and simplifying complex processes to improve patient outcomes. With nearly 800 employees across four countries, we're committed to delivering exceptional service and support to our customers. Our modern enterprise solutions have earned us a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software report.

Job Summary

As a Customer Support Analyst - IT Support, you'll be the primary technical resource for InteleShare customers, ranging from major hospital networks to small radiology facilities. You'll work remotely, providing real-time troubleshooting and resolving technical issues via phone and remote desktop-sharing. Your excellent customer service skills, technical expertise, and problem-solving abilities will enable you to deliver exceptional support and exceed customer expectations.

Key Responsibilities:

• Respond to client problems via phone and portal, actively monitoring client sites and logging incidents within a ticketing system and ServiceNow.
• Analyze, diagnose root causes, and resolve challenging issues related to software applications, Windows OS, SQL Server databases, and other related technologies.
• Refer incidents to other parties when beyond your current skill-set, ensuring timely resolution and excellent customer service.
• Manage and exceed customer expectations by providing exceptional service, ensuring service level agreements (SLAs) are met and delivered according to Support specifications.
• Participate in sharing knowledge and publishing Knowledge Base articles to enhance the support experience for customers.
• Install and configure InteleShare software to assist in customer deployments, ensuring seamless integration and implementation.
• Participate in, and potentially lead, ad hoc projects to improve InteleShare support operations, driving continuous improvement and innovation.

Requirements and Qualifications

Essential Qualifications:

• Excellent customer service skills, with a strong ability to communicate effectively and empathetically with customers.
• 1-2 years of work experience in Windows administration and technical customer support, with a solid foundation in troubleshooting and problem-solving.
• Excellent knowledge of Microsoft Windows operating systems for Servers and Workstations, with a strong understanding of SQL Server databases and related technologies.
• Excellent communication skills in English (verbal and written), with the ability to articulate complex technical concepts clearly and concisely.
• Excellent problem-solving and analytical abilities, with high attention to detail and a focus on delivering exceptional results.
• Ability to work under pressure, managing multiple priorities and deadlines while maintaining a high level of customer satisfaction.

Preferred Qualifications:

• Experience running queries in SQL, with a strong understanding of database management and optimization.
• Knowledge of Linux, with a solid foundation in operating system administration and troubleshooting.
• Excellent knowledge of Mac OS, with experience supporting Apple devices and ecosystems.
• Experience with SaaS/cloud environments, with a strong understanding of cloud-based technologies and security.
• Experience in a medical and/or research environment, with knowledge of DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging, PACS, or RIS.

What We Offer

Competitive Compensation and Benefits:

We offer a competitive salary, reflecting your skills and experience, as well as a comprehensive benefits package, including:

• Opportunities for career growth and professional development, with a focus on continuous learning and improvement.
• A dynamic, supportive work environment, with a team of experienced professionals who are passionate about delivering exceptional customer service.
• A flexible, remote work arrangement, allowing you to work from the comfort of your own home and maintain a healthy work-life balance.
• A chance to be part of a leading medical imaging solutions provider, making a meaningful impact on patient outcomes and healthcare delivery.

Why Join Intelerad?

At Intelerad, we're committed to delivering exceptional service and support to our customers, and we're looking for talented professionals like you to join our team. By joining Intelerad, you'll have the opportunity to:

• Work with a leading provider of medical imaging solutions, making a meaningful impact on patient outcomes and healthcare delivery.
• Develop your skills and expertise in a dynamic, supportive environment, with opportunities for career growth and professional development.
• Be part of a team that's passionate about delivering exceptional customer service and support, with a focus on continuous improvement and innovation.

How to Apply

If you're a motivated, customer-focused professional with a passion for delivering exceptional service and support, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, and we'll be in touch to discuss your qualifications further.

Don't miss this opportunity to join our team and make a meaningful impact on patient outcomes and healthcare delivery. Apply today and let's build the future together!