Experienced Customer Support Analyst – IT Support for Medical Imaging Software (3rd Shift, Remote Opportunity)

Introduction to blithequark

At blithequark, we are pioneers in the medical imaging software industry, dedicated to delivering cutting-edge solutions that transform the way healthcare professionals diagnose and treat patients. Our flagship application, InteleShare, is a testament to our commitment to innovation and excellence. As a leader in the medical imaging sector, we recognize the importance of providing exceptional support to our customers, ensuring they can utilize our software to its full potential. To achieve this, we are seeking a highly skilled and dedicated Customer Support Analyst to join our Night Shift Support team.

Job Overview

The Customer Support Analyst role is a full-time, exempt position that plays a vital part in our customer support operations. As the primary technical resource for InteleShare customers, you will be responsible for providing top-notch support to a diverse range of clients, from major hospital networks to small radiology facilities. Your expertise will be instrumental in ensuring our software is properly configured, functioning effectively, and meeting the high standards of our customers. This is a remote position within the USA, offering the flexibility to work from the comfort of your own home, with substantial phone work and collaboration with customers to resolve technical issues during nights and weekends.

Key Responsibilities

• Respond to client problems via phone and portal, actively monitoring client sites to identify and resolve issues promptly
• Log and document all incidents within our ticketing system and problems within ServiceNow, maintaining accurate records and ensuring seamless issue tracking
• Analyze, diagnose, and resolve challenging issues related to software applications, Windows OS, SQL Server databases, and other relevant technologies, leveraging your technical expertise to provide effective solutions
• Refer incidents to other parties when an issue is beyond your current skill set, demonstrating a commitment to collaboration and customer satisfaction
• Manage and exceed customer expectations by delivering exceptional service, ensuring all service level agreements (SLAs) are met and delivered according to Support specifications
• Participate in sharing knowledge and publishing Knowledge Base articles, contributing to the growth and development of our support operations
• Install and configure InteleShare software to assist in customer deployments, providing hands-on support to ensure seamless integration
• Participate in, and potentially lead, ad hoc projects to help improve InteleShare support operations, driving innovation and process improvements

Employment Requirements

To be successful in this role, you will need to possess the following essential qualifications:

• Excellent customer service skills, with a proven track record of delivering exceptional support in a fast-paced environment
• 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 to non-technical stakeholders
• Excellent problem-solving and analytical ability, with a keen eye for detail and a passion for resolving complex technical issues
• Displays high attention to problem description, detail, and impact, with a customer-centric approach to support
• Ability to work under pressure in a client-facing environment, maintaining composure and professionalism in high-stress situations

Bonus Skills

While not essential, the following skills and experience will be highly advantageous in this role:

• Experience running queries in SQL, with a strong understanding of database management and optimization
• Knowledge of Linux, with experience in administering and troubleshooting Linux-based systems
• Excellent knowledge of Mac OS, with experience in supporting and troubleshooting Mac-based systems
• Experience with SaaS/cloud environments, with a strong understanding of cloud-based infrastructure and applications
• 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

At blithequark, we are committed to the growth and development of our employees. As a Customer Support Analyst, you will have access to a range of training and development opportunities, including:

• Comprehensive onboarding program, designed to equip you with the skills and knowledge needed to succeed in your role
• Ongoing training and development opportunities, including workshops, webinars, and conferences
• Mentorship and coaching from experienced professionals, providing guidance and support to help you achieve your career goals
• Opportunities for career advancement, with a clear path for progression and growth within the company

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic and supportive work environment. As a remote employee, you will be part of a distributed team that values collaboration, innovation, and creativity. Our company culture is built on the following core values:

• A commitment to excellence, with a focus on delivering exceptional results and exceeding customer expectations
• A passion for innovation, with a willingness to embrace new ideas and technologies
• A dedication to teamwork, with a collaborative and supportive approach to working with colleagues and customers
• A focus on continuous learning, with a commitment to ongoing training and development

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, including a range of perks and benefits designed to support your well-being and career growth. These include:

• Competitive salary and bonus structure, with opportunities for growth and advancement
• Comprehensive benefits package, including health, dental, and vision insurance
• 401(k) matching program, with a generous employer contribution
• Flexible working hours, with the ability to work from home and balance your work and personal life
• Opportunities for professional development, with a range of training and development opportunities

Conclusion

If you are a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Support Analyst at blithequark, you will be part of a dynamic and supportive team, working on cutting-edge medical imaging software that is transforming the healthcare industry. With a commitment to excellence, innovation, and customer satisfaction, we are confident that you will thrive in this role and make a meaningful contribution to our company's success. Apply now to join our team and take the first step in an exciting and rewarding career with blithequark.