Experienced Full Stack Customer Support Analyst – IT Support for Medical Imaging Software – 3rd Shift

Are you a customer-centric, tech-savvy professional with a passion for delivering exceptional support experiences? Do you thrive in a fast-paced, dynamic environment where no two days are the same? If so, we invite you to join blithequark's Night Shift Support team as a Customer Support Analyst, specializing in IT support for medical imaging software. As a key member of our remote team, you will play a vital role in ensuring the seamless operation of our InteleShare application, supporting a diverse range of customers from major hospital networks to small radiology facilities.

About blithequark

blithequark is a leading provider of innovative medical imaging software solutions, dedicated to empowering healthcare professionals with cutting-edge technology. Our mission is to revolutionize the way medical images are captured, stored, and shared, while delivering exceptional customer experiences. As a Customer Support Analyst, you will be part of a dynamic team that is passionate about making a difference in the lives of healthcare professionals and patients worldwide.

Job Summary

As a Customer Support Analyst, you will be the primary technical resource for InteleShare customers, providing real-time troubleshooting, technical guidance, and support to resolve software-related issues. You will work closely with customers to understand their needs, analyze problems, and develop effective solutions. Your exceptional communication skills, technical expertise, and customer-centric approach will make you an invaluable asset to our team.

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 to ensure seamless escalation and resolution
• 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 enhance the support experience for customers and team members
• Install and configure InteleShare software to assist in customer deployments and ensure smooth onboarding
• Participate in, and potentially lead, ad hoc projects to help improve InteleShare support operations and drive continuous improvement

Essential Qualifications

* 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

* 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

Skills and Competencies

* Strong technical expertise in Windows administration, software applications, and related technologies

• Excellent communication and interpersonal skills to effectively interact with customers and team members
• Strong analytical and problem-solving skills to diagnose and resolve complex technical issues
• Ability to work in a fast-paced, dynamic environment with multiple priorities and deadlines
• Strong attention to detail and organizational skills to maintain accurate records and ensure seamless escalation and resolution
• Ability to work independently and as part of a team to achieve shared goals and objectives

Career Growth Opportunities and Learning Benefits

As a Customer Support Analyst at blithequark, you will have opportunities to:

• Develop your technical expertise and skills through ongoing training and professional development programs
• Collaborate with a dynamic team of experts to share knowledge and best practices
• Contribute to the development of new support processes and procedures to drive continuous improvement
• Participate in ad hoc projects to help improve InteleShare support operations and drive business growth
• Enjoy a competitive compensation package, including benefits and perks

Work Environment and Company Culture

As a remote team member, you will work from the comfort of your own home, with access to secure connections and remote desktop-sharing tools. Our company culture is built on the principles of collaboration, innovation, and customer-centricity. We value diversity, equity, and inclusion, and are committed to creating a workplace that is welcoming and inclusive for all employees.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• Competitive salary and benefits
• Comprehensive health insurance
• 401(k) retirement plan
• Paid time off and holidays
• Professional development opportunities
• Access to cutting-edge technology and tools
• Flexible work arrangements and remote work options

How to Apply

If you are a motivated, customer-focused professional with a passion for delivering exceptional support experiences, we invite you to apply for this exciting opportunity. Please submit your resume and cover letter, along with a brief statement outlining your experience and qualifications for this role. All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of the application process.

Equal Employment Opportunity

blithequark is an equal employment opportunity employer, committed to providing equal employment opportunities to all qualified individuals, regardless of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability, and genetic information. We are dedicated to creating a workplace that is welcoming and inclusive for all employees.

Confidentiality

All your information will be kept confidential according to EEO guidelines.

Remote Work Opportunity

This is a remote position within the USA, with flexible work arrangements and remote work options.

Apply Now

If you are ready to take your career to the next level and join a dynamic team of experts, apply now for the Customer Support Analyst position at blithequark. Apply for this job