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 exceptional customer support in ensuring the seamless operation of our software. This is where you come in – a skilled and dedicated Customer Support Analyst to join our Night Shift Support team, providing top-notch technical assistance to our valued 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, ranging from major hospital networks to small radiology facilities. Your expertise will be crucial in ensuring our software is properly configured and functioning effectively and efficiently at all times. This is a remote, full-time position that involves substantial phone work and partnering directly with customers to resolve technical issues during nights and weekends. If you are a tech-savvy individual with a passion for delivering exceptional customer service, 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 issue resolution.
• Log and document all incidents within our ticketing system and problems within ServiceNow, maintaining meticulous records of customer interactions.
• Analyze, diagnose, and resolve challenging issues related to software applications, Windows OS, SQL Server databases, and other related 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 finding the best possible solution for our customers.
• 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, utilizing your technical skills to facilitate smooth onboarding processes.
• Participate in, and potentially lead, ad hoc projects aimed at enhancing InteleShare support operations, driving innovation and excellence in our customer support services.

Essential Qualifications

To be successful in this role, you will need:

• Excellent customer service skills, with the ability to communicate effectively with customers and internal stakeholders.
• 1-2 years of work experience in Windows administration and technical customer support, with a strong foundation in troubleshooting and problem-solving.
• Excellent knowledge of Microsoft Windows operating systems for Servers and Workstations, with the ability to apply this knowledge in real-world scenarios.
• 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 passion for resolving complex technical issues.
• Displays high attention to problem description, detail, and impact, with a customer-centric approach to issue resolution.
• Ability to work under pressure in a client-facing environment, maintaining a calm and professional demeanor in high-stress situations.

Preferred Qualifications

While not essential, the following skills and experience will be highly valued:

• Experience running queries in SQL, with a solid understanding of database management principles.
• Knowledge of Linux, with experience working in Linux-based environments.
• Excellent knowledge of Mac OS, with experience supporting Mac-based systems.
• Experience with SaaS/cloud environments, with a understanding of the unique challenges and opportunities presented by cloud-based software solutions.
• Experience in a medical and/or research environment, with familiarity with DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging – PACS or RIS.

Career Growth 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 professional development opportunities, including workshops, webinars, and conferences.
• Mentorship programs, pairing you with experienced colleagues who can provide guidance and support.
• Opportunities for career advancement, with a clear path for progression 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 mutual respect. Our company culture is built on the following core values:

• A commitment to excellence, with a focus on delivering exceptional customer service and support.
• A passion for innovation, with a willingness to embrace new technologies and approaches.
• A dedication to teamwork, with a recognition that our collective efforts are greater than the sum of our individual contributions.
• A respect for diversity and inclusion, with a commitment to creating a workplace that is welcoming and inclusive to all.

Compensation, Perks, and Benefits

As a Customer Support Analyst at blithequark, you will be eligible for a range of benefits, including:

• Competitive salary and bonus structure, with opportunities for growth and advancement.
• Comprehensive benefits package, including health, dental, and vision insurance, as well as retirement savings plans.
• Flexible working arrangements, with the ability to work from home and set your own schedule.
• Opportunities for professional development and growth, with a commitment to supporting your ongoing education and training.

Conclusion

If you are a motivated and tech-savvy individual with a passion for delivering exceptional customer service, 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 that values innovation, collaboration, and mutual respect. With a range of benefits, including competitive salary and bonus structure, comprehensive benefits package, and opportunities for professional development and growth, 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.