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 field, we recognize the importance of providing exceptional customer support to our clients, who range from major hospital networks to small radiology facilities. To achieve this goal, we are seeking an experienced Customer Support Analyst to join our Night Shift Support team, ensuring seamless technical assistance to our customers across the United States.

Job Overview

As a Customer Support Analyst at blithequark, you will be the primary technical resource for our InteleShare customers, providing real-time troubleshooting and resolving cases in a timely manner. This is a remote, full-time position that involves substantial phone work, partnering directly with customers to problem-solve technical issues covering nights and weekends. If you have a passion for delivering exceptional customer service, a strong technical background, and the ability to work independently in a fast-paced environment, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Respond to client problems via phone and portal, actively monitoring client sites to ensure prompt resolution of technical issues.
• Log and document all incidents within our ticketing system and problems within ServiceNow, maintaining accurate records of customer interactions and issue resolution.
• Analyze, diagnose, and resolve challenging issues related to software applications, Windows OS, SQL Server databases, and other related technologies, referring incidents to other parties when necessary.
• Manage and exceed customer 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, contributing to the continuous improvement of our support operations.
• Install and configure InteleShare software to assist in customer deployments, and participate in ad hoc projects to enhance support operations, potentially leading projects as needed.
• Work remotely through secure connections, utilizing phone and remote desktop-sharing tools to deliver technical support to customers.

Employment Requirements

To be successful in this role, you will need:

• Excellent customer service skills, with the ability to communicate effectively with clients and internal stakeholders.
• 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 audiences.
• Excellent problem-solving and analytical ability, with a high attention to detail and the capacity to work under pressure in a client-facing environment.

Bonus Skills

While not required, the following skills and experience are highly desirable:

• Experience running queries in SQL, with a strong understanding of database management principles.
• Knowledge of Linux, with experience working in a Linux environment.
• Excellent knowledge of Mac OS, with experience supporting Mac-based systems.
• Experience with SaaS/cloud environments, with a strong understanding of cloud-based software applications.
• Experience in a medical and/or research environment, with familiarity with 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 online courses.
• Opportunities for career advancement, with a clear path for professional growth and development.
• Collaborative and dynamic work environment, with a team of experienced professionals who are passionate about delivering exceptional customer support.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive company culture. As a remote employee, you will be part of a distributed team that values flexibility, autonomy, and open communication. We offer a range of benefits and perks, including:

• Flexible working hours, with the ability to work from home or a remote location.
• Competitive salary and benefits package, with opportunities for career advancement and professional growth.
• Collaborative and dynamic work environment, with a team of experienced professionals who are passionate about delivering exceptional customer support.
• Opportunities for professional development and growth, with a range of training and development opportunities.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive salary and benefits package, with opportunities for career advancement and professional growth. Our benefits include:

• Competitive salary, with opportunities for bonuses and incentives.
• Comprehensive benefits package, including health, dental, and vision insurance.
• 401(k) retirement plan, with company match.
• Flexible working hours, with the ability to work from home or a remote location.
• Opportunities for professional development and growth, with a range of training and development opportunities.

Conclusion

If you are a motivated and experienced customer support professional, with a passion for delivering exceptional technical support, we encourage you to apply for this exciting opportunity. As a Customer Support Analyst at blithequark, you will be part of a dynamic and collaborative team that values flexibility, autonomy, and open communication. With a range of benefits and perks, including flexible working hours, competitive salary, and opportunities for career advancement, this is an opportunity not to be missed. Apply now to join our team and take the first step towards a rewarding and challenging career in customer support.