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 ever 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 our cutting-edge medical imaging software, InteleShare. As a key member of our remote support team, you will play a vital role in ensuring the seamless operation of our software, providing top-notch technical assistance to our diverse customer base, and driving continuous improvement in our support processes. If you're ready to take your customer support skills to the next level and join a team that values innovation, collaboration, and excellence, we encourage you to apply.

Job Summary:

In this exciting role, you will be responsible for providing expert technical support to InteleShare customers, ranging from major hospital networks to small radiology facilities. As a Customer Support Analyst, you will:

• Respond to client problems via phone and portal, actively monitoring client sites to ensure timely resolution
• Log and document all incidents within our ticketing system and problems within ServiceNow
• Analyze, diagnose root causes, known errors, and resolve challenging issues related to software applications, Windows OS, SQL Server databases, and other related technologies
• Refer incidents to other parties when an issue is beyond your current skill-set
• Manage and exceed customers' expectations by providing exceptional service
• Ensure that all service level agreements (SLAs) are met and delivered according to Support specifications
• Participate in sharing knowledge and publishing Knowledge Base articles
• Install and configure InteleShare software to assist in customer deployments
• Participate in, and potentially lead, ad hoc projects to help improve InteleShare support operations

Key Responsibilities:

* Provide expert technical support to InteleShare customers via phone and portal

• Troubleshoot and resolve complex technical issues related to software applications, Windows OS, SQL Server databases, and other related technologies
• Collaborate with customers to identify and resolve issues, ensuring timely resolution and exceeding customer expectations
• Log and document all incidents within our ticketing system and problems within ServiceNow
• Analyze and diagnose root causes of issues, identifying opportunities for process improvement
• Participate in knowledge sharing and publishing Knowledge Base articles to enhance customer support experiences
• Install and configure InteleShare software to assist in customer deployments
• Participate in, and potentially lead, ad hoc projects to improve InteleShare support operations

Requirements:

* 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 and analytical ability
• Displays high attention to problem description, detail, and impact
• Ability to work under pressure in a client-facing environment
• Experience running queries in SQL (bonus skill)
• Knowledge of Linux (bonus skill)
• Excellent knowledge of Mac OS (bonus skill)
• Experience with SaaS/cloud environments (bonus skill)
• Experience in a medical and/or research environment, including DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging, PACS, or RIS (bonus skill)

Preferred Qualifications:

* Experience working in a medical imaging software environment

• Familiarity with InteleShare software and its applications
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced, dynamic environment
• Experience with remote desktop-sharing and secure connections

Work Environment:

* This is a remote position within the USA, requiring a secure connection and reliable internet access

• The working hours for this role are 12:00am - 8:00am ET, Thursday to Monday
• All work is done remotely through secure connections and via phone and remote desktop-sharing

Career Growth Opportunities and Learning Benefits:

* blithequark offers a comprehensive training program to help you develop your skills and expertise

• Opportunities for career growth and advancement within the company
• Collaborative and dynamic work environment with a team of experienced professionals
• Access to cutting-edge technology and tools to enhance your productivity and efficiency
• Flexible work arrangements and remote work options

Compensation, Perks, and Benefits:

* Competitive salary and benefits package

• Comprehensive health insurance and retirement plan
• Paid time off and holidays
• Opportunities for professional development and growth
• Flexible work arrangements and remote work options

How to Apply:

If you're a motivated, customer-focused professional with a passion for delivering exceptional support experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, 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 diversity and inclusion. We welcome applications from qualified candidates of all backgrounds and perspectives. All applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability, or genetic information.

Confidentiality:

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

Apply Now:

Ready to take your customer support skills to the next level and join a team that values innovation, collaboration, and excellence? Apply now for the Experienced Full Stack Customer Support Analyst – IT Support for Medical Imaging Software – 3rd Shift role at blithequark. Apply for this job