Experienced Customer Support Analyst - IT Support for Medical Imaging Software - 3rd Shift
Are you a highly motivated and detail-oriented individual with a passion for delivering exceptional customer service? Do you have a strong technical background in Windows administration and technical customer support? If so, we encourage you to apply for the Customer Support Analyst position at blithequark, where you will play a critical role in ensuring the success of our medical imaging software, InteleShare. As a Customer Support Analyst on the Night Shift Support team, you will be the primary technical resource for InteleShare customers, ranging from major hospital networks to small radiology facilities. You will be responsible for real-time troubleshooting of InteleShare software, resolving cases submitted by our customers in a timely manner, and providing excellent service to meet and exceed customer expectations. This is a remote position within the USA, involving substantial phone work, partnering directly with customers to problem-solve technical issues covering nights & weekends.
About blithequark
blithequark is a leading provider of medical imaging software solutions, dedicated to delivering innovative and reliable technology to the healthcare industry. Our team is passionate about making a difference in the lives of patients and healthcare professionals worldwide. As a member of our Night Shift Support team, you will be part of a dynamic and collaborative environment that values innovation, teamwork, and customer satisfaction.
Key Responsibilities
As a Customer Support Analyst, you will be responsible for:
- Responding to client problems (phone/portal) and actively monitoring client sites
- Logging and documenting all incidents within a ticketing system and problems within ServiceNow
- Analyzing, diagnosing root causes, known errors, and resolving challenging issues relating to software applications, Windows OS, SQL Server databases, and other related technologies
- Referencing incidents to other parties when an incident is beyond your current skill-set
- Managing and exceeding customers' expectations by providing excellent service
- Ensuring that all service level agreements (SLAs) are met and delivered according to Support specifications
- Participating in sharing knowledge and publishing Knowledge Base articles
- Installing and configuring InteleShare software to assist in customer deployments
- Participating in, and potentially leading, ad hoc projects to help improve InteleShare support operations
Essential Qualifications
To be successful in this role, you will need:
- Excellent customer service skills
- 1-2 years of work experience in Windows administration and technical customer support
- Excellent knowledge of Microsoft Windows operating systems for Servers and Workstations
- Excellent communication skills in English (verbal and written)
- Excellent problem-solving & analytical ability
- Displays high attention to problem description, detail, and impact
- Ability to work under pressure - client-facing
Preferred Qualifications
While not required, the following skills and experience are highly desirable:
- Experience running queries in SQL
- Knowledge of Linux
- Excellent knowledge of Mac OS
- Experience with SaaS / cloud environments
- Experience in a medical and/or research environment - DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging - PACS or RIS
Work Environment and Culture
As a remote employee, you will have the flexibility to work from anywhere within the USA, with a secure connection to our systems. You will be part of a dynamic and collaborative team that values innovation, teamwork, and customer satisfaction. Our company culture is built on a foundation of respect, empathy, and open communication, with a focus on delivering exceptional customer service and support.
Compensation and Benefits
We offer a competitive compensation package, including:
- Salary: Competitive salary based on experience
- Benefits: Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off
- Perks: Flexible work arrangements, professional development opportunities, and a fun and supportive work environment
How to Apply
If you are a motivated and detail-oriented individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our online application portal. All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of their application.
Equal Employment Opportunity
blithequark is an equal employment opportunity employer, 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).
Confidentiality
All your information will be kept confidential according to EEO guidelines.
Remote Job
This is a remote position within the USA, involving substantial phone work, partnering directly with customers to problem-solve technical issues covering nights & weekends.
Working Hours
The working hours for this role are 12:00am - 8:00am ET, Thursday to Monday.
Other Duties
Other duties may be assigned as needed. We look forward to hearing from you! Apply for this job