**Experienced Customer Support Analyst – IT Support for Medical Imaging Software – 3rd Shift at blithequark**

Are you a customer-focused professional with a passion for technical problem-solving and a knack for delivering exceptional support experiences? Do you thrive in fast-paced environments where no two days are ever the same? If so, we invite you to join blithequark's Night Shift Support team as an Experienced Customer Support Analyst – IT Support for Medical Imaging Software. As a key member of our remote support team, you will play a vital role in ensuring the seamless operation of our InteleShare application, a cutting-edge medical imaging software solution used by major hospital networks and small radiology facilities across the USA. **About blithequark** blithequark is a leading provider of innovative medical imaging software solutions, dedicated to empowering healthcare professionals with the tools they need to deliver exceptional patient care. Our team of experts is passionate about delivering exceptional support experiences, and we're committed to fostering a culture of collaboration, innovation, and continuous learning. **Job Summary** As an Experienced Customer Support Analyst – IT Support for Medical Imaging Software, you will be the primary technical resource for InteleShare customers, providing real-time troubleshooting and resolution of technical issues related to our software and associated technologies. You will work closely with customers to problem-solve technical issues, ensuring that all service level agreements (SLAs) are met and delivered according to Support specifications. This is a remote position within the USA, requiring substantial phone work and collaboration with customers to resolve technical issues covering nights and weekends. **Key Responsibilities** * Respond to client problems (phone/portal) and actively monitor client sites to ensure timely resolution of technical issues * Log and document all incidents within a ticketing system and problems within ServiceNow to maintain accurate records and facilitate knowledge sharing * 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, ensuring seamless escalation and resolution * Manage and exceed customers' expectations by providing excellent service, ensuring that all interactions are professional, courteous, and responsive * Ensure that all service level agreements (SLAs) are met and delivered according to Support specifications, maintaining high levels of customer satisfaction * Participate in sharing knowledge and publishing Knowledge Base articles to facilitate knowledge sharing and continuous learning within the team * Install and configure InteleShare software to assist in customer deployments, ensuring smooth onboarding and adoption * Participate in, and potentially lead, ad hoc projects to help improve InteleShare support operations, driving process improvements and efficiency gains * All work is done remotely through secure connections and via phone and remote desktop-sharing, requiring strong communication and technical skills **Working Hours and Environment** * The working hours for this role are 12:00am - 8:00am ET, Thursday to Monday, requiring flexibility and adaptability to work during non-traditional hours * The role is remote, with all work done from home or a designated remote workspace, requiring strong self-motivation and discipline to stay focused and productive **Employment Requirements** * Excellent customer service skills, with a proven track record of delivering exceptional support experiences * 1-2 years of work experience in Windows administration and technical customer support, with a strong understanding of technical concepts and troubleshooting methodologies * Excellent knowledge of Microsoft Windows operating systems for Servers and Workstations, with experience in troubleshooting and resolving technical issues * Excellent communication skills in English (verbal and written), with the ability to articulate complex technical concepts in a clear and concise manner * Excellent problem-solving and analytical ability, with a strong attention to detail and ability to analyze complex technical issues * Displays high attention to problem description, detail, and impact, with a focus on delivering high-quality solutions and exceeding customer expectations **Bonus Skills** * Experience running queries in SQL, with a strong understanding of database concepts and query languages * Knowledge of Linux, with experience in troubleshooting and resolving technical issues related to Linux environments * Excellent knowledge of Mac OS, with experience in troubleshooting and resolving technical issues related to Mac OS environments * Experience with SaaS/cloud environments, with a strong understanding of cloud-based technologies and deployment models * 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** * blithequark is committed to investing in the growth and development of our team members, with opportunities for career advancement and professional development * We offer a comprehensive training program, with ongoing training and development opportunities to enhance your technical skills and knowledge * Collaborate with a talented team of experts, with opportunities to share knowledge and best practices, and contribute to the development of new solutions and technologies **Work Environment and Company Culture** * blithequark is a dynamic and innovative company, with a culture that values collaboration, innovation, and continuous learning * We offer a flexible and remote work environment, with opportunities to work from home or a designated remote workspace * Our team is passionate about delivering exceptional support experiences, with a focus on customer satisfaction and continuous improvement **Compensation, Perks, and Benefits** * Competitive salary and benefits package, with opportunities for career advancement and professional development * Comprehensive training program, with ongoing training and development opportunities to enhance your technical skills and knowledge * Flexible and remote work environment, with opportunities to work from home or a designated remote workspace * Collaborative and dynamic work environment, with opportunities to share knowledge and best practices, and contribute to the development of new solutions and technologies **How to Apply** If you're a customer-focused professional with a passion for technical problem-solving and a knack for delivering exceptional support experiences, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you! **Equal Employment Opportunity** blithequark is an equal employment opportunity employer, committed to providing a work environment free from discrimination and harassment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees, and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability, and genetic information (including family medical history). **Americans with Disabilities Act (ADA)** blithequark is committed to ensuring equal employment opportunity for qualified individuals with disabilities. We use the Americans with Disabilities Act (ADA) as a standard for global recruiting and hiring purposes, prohibiting discrimination against qualified individuals with disabilities. The ADA defines "disability" as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment. **Online Assessment** All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of their application. This assessment will help us evaluate your technical skills and knowledge, as well as your problem-solving and analytical abilities. **Contact Information** If you have any questions or would like to learn more about this opportunity, please contact us at [insert contact information]. We look forward to hearing from you! Apply for this job