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

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

About blithequark

At blithequark, we are dedicated to revolutionizing the medical imaging software landscape with innovative solutions that empower healthcare professionals to deliver exceptional patient care. Our cutting-edge technology, combined with our commitment to customer satisfaction, has earned us a reputation as a trusted partner in the medical imaging industry. As a member of our team, you will be part of a dynamic, collaborative environment that values creativity, innovation, and customer-centricity.

Key Responsibilities

As a Customer Support Analyst, you will be responsible for providing top-notch technical support to our customers, ensuring that our software is properly configured and working effectively at all times. Your key responsibilities will include:

• Responding to client problems via phone and portal, actively monitoring client sites to identify and resolve technical issues in a timely manner
• Logging and documenting all incidents within a ticketing system and problems within ServiceNow, ensuring accurate and comprehensive records
• Analyzing, diagnosing root causes, known errors, and resolving challenging issues related 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, ensuring seamless escalation and resolution
• Managing and exceeding customers' expectations by providing exceptional 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, contributing to the growth and development of our support team
• Installing and configuring InteleShare software to assist in customer deployments, ensuring smooth onboarding and adoption
• Participating in, and potentially leading, ad hoc projects to help improve InteleShare support operations, driving continuous improvement and innovation

Essential Qualifications

To succeed in this role, you will need:

• 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 Microsoft Windows operating systems for Servers and Workstations
• 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 keen eye for detail and a focus on delivering high-quality solutions
• Ability to work under pressure, with a high level of attention to problem description, detail, and impact

Preferred Qualifications

While not essential, the following skills and qualifications are highly desirable:

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

Work Environment and Culture

As a remote member of our team, you will enjoy the flexibility and autonomy to work from anywhere, while still being part of a dynamic, collaborative environment. Our company culture values creativity, innovation, and customer-centricity, with a focus on delivering exceptional support experiences. You will have the opportunity to work with a talented team of professionals, share knowledge and best practices, and contribute to the growth and development of our support team.

Compensation and Benefits

We offer a competitive compensation package, including:

• A salary range of $60,000 - $80,000 per annum, depending on experience
• Comprehensive benefits, including medical, dental, and vision coverage
• 401(k) retirement plan, with company match
• Paid time off, including vacation, sick leave, and holidays
• Opportunities for professional growth and development, with training and education programs

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 a cover letter, outlining your experience and qualifications. We look forward to hearing from you!

Equal Employment Opportunity

blithequark is an equal employment opportunity employer, committed to diversity and inclusion. We welcome applications from qualified individuals with disabilities and are dedicated to ensuring equal employment opportunity for all applicants and employees. Apply for this job