Experienced Customer Support Analyst – IT Support for Medical Imaging Software (3rd Shift)

Introduction to blithequark

At blithequark, we are pioneers in the medical imaging software industry, dedicated to delivering cutting-edge solutions that transform the way healthcare professionals diagnose and treat patients. Our flagship application, InteleShare, is a testament to our commitment to innovation and excellence. As a leader in the field, we recognize the importance of providing exceptional customer support to our clients, who range from major hospital networks to small radiology facilities. To achieve this goal, we are seeking an experienced Customer Support Analyst to join our Night Shift Support team.

Job Overview

The Customer Support Analyst is a full-time, exempt position that plays a vital role in ensuring our software is properly configured and working effectively and efficiently at all times. As a member of our team, you will be the primary technical resource for InteleShare customers, providing real-time troubleshooting and resolving cases submitted by our customers in a timely manner. This is a remote position within the USA, involving substantial phone work and partnering directly with customers to problem-solve technical issues covering nights and weekends.

Key Responsibilities

• Respond to client problems via phone and portal, and actively monitor client sites to ensure seamless operation
• Log and document all incidents within a ticketing system and problems within ServiceNow to maintain accurate records
• Analyze, diagnose root causes, known errors, and resolve challenging issues relating to software applications, Windows OS, SQL Server databases, and other related technologies
• Refer incidents to other parties when an incident is beyond your current skill-set, demonstrating a commitment to collaboration and customer satisfaction
• Manage and exceed customers' expectations by providing excellent service, ensuring that all service level agreements (SLAs) are met and delivered according to Support specifications
• Participate in sharing knowledge and publishing Knowledge Base articles to contribute to the growth and development of our support team
• Install and configure InteleShare software to assist in customer deployments, demonstrating technical expertise and a customer-centric approach
• Participate in, and potentially lead, ad hoc projects to help improve InteleShare support operations, driving innovation and process improvement

Employment Requirements

To be successful in this role, you will need to possess the following essential qualifications:

• Excellent customer service skills, with a proven track record of delivering exceptional support in a fast-paced environment
• 1-2 years of work experience in Windows administration and technical customer support, with a strong understanding of Microsoft Windows operating systems for Servers and Workstations
• Excellent communication skills in English (verbal and written), with the ability to articulate complex technical concepts to non-technical stakeholders
• Excellent problem-solving and analytical ability, with a keen eye for detail and a passion for resolving complex technical issues
• Displays high attention to problem description, detail, and impact, with a customer-centric approach and a commitment to delivering results
• Ability to work under pressure in a client-facing environment, with a calm and composed demeanor in high-stress situations

Bonus Skills

While not essential, the following skills and experience will be highly regarded:

• Experience running queries in SQL, with a strong understanding of database management and optimization
• Knowledge of Linux, with experience in administering and troubleshooting Linux-based systems
• Excellent knowledge of Mac OS, with experience in supporting and troubleshooting Mac-based systems
• Experience with SaaS/cloud environments, with a strong understanding of cloud-based infrastructure and applications
• Experience in a medical and/or research environment, with knowledge of DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging, PACS, or RIS

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. As a Customer Support Analyst, you will have access to a range of training and development opportunities, including:

• Comprehensive onboarding program, designed to equip you with the skills and knowledge needed to succeed in your role
• Ongoing training and development opportunities, including workshops, webinars, and conferences
• Mentorship and coaching from experienced professionals, with a focus on career growth and development
• Opportunities for career advancement, with a clear path for progression and growth within the company

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic and supportive work environment. As a remote employee, you will be part of a distributed team that values collaboration, innovation, and customer satisfaction. Our company culture is built on the following core values:

• A commitment to excellence, with a focus on delivering exceptional results and exceeding customer expectations
• A passion for innovation, with a focus on driving growth and improvement through creativity and experimentation
• A customer-centric approach, with a focus on delivering exceptional support and service to our clients
• A collaborative and supportive work environment, with a focus on teamwork, communication, and mutual respect

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including a range of perks and benefits designed to support your well-being and career growth. These include:

• Competitive salary and bonus structure, with opportunities for growth and development
• Comprehensive benefits package, including health, dental, and vision insurance
• 401(k) matching program, with a focus on supporting your long-term financial goals
• Flexible working hours, with a focus on work-life balance and flexibility
• Opportunities for professional development, with a focus on career growth and advancement

Conclusion

If you are a motivated and experienced Customer Support Analyst looking for a new challenge, we encourage you to apply for this exciting opportunity. At blithequark, we are committed to delivering exceptional customer support and driving growth and innovation in the medical imaging software industry. Join our team and be part of a dynamic and supportive work environment that values collaboration, innovation, and customer satisfaction. Apply now to take the first step in your new career!