Customer Support Analyst - IT Support for Medical Imaging Software - 3rd Shift at blithequark
Are you a tech-savvy individual with a passion for delivering exceptional customer service? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join our Night Shift Support team at blithequark as a Customer Support Analyst - IT Support for Medical Imaging Software.
About blithequark
blithequark is a leading provider of innovative medical imaging software solutions, dedicated to empowering healthcare professionals to deliver exceptional patient care. Our cutting-edge technology enables medical imaging facilities to streamline their operations, improve patient outcomes, and enhance their overall experience. As a member of our team, you'll be part of a collaborative, customer-centric organization that values innovation, teamwork, and continuous learning.
Job Summary
As a Customer Support Analyst - IT Support for Medical Imaging Software, you'll be the primary technical resource for our InteleShare application, supporting a diverse range of customers, from major hospital networks to small radiology facilities. You'll play a critical role in ensuring our software is properly configured and working effectively and efficiently at all times. This is a remote position within the USA, requiring substantial phone work, partnering directly with customers to problem-solve technical issues covering nights & weekends.
Key Responsibilities
* Respond to client problems (phone/portal) and actively monitor client sites
- Log and document all incidents within a ticketing system and problems within ServiceNow
- Analyze, diagnose root causes, known errors, and resolve challenging issues relating to software applications, Windows OS, SQL Server databases, and other related technologies
- Refer incidents to other parties when an incident is beyond your current skill-set
- Manage and exceed customers' expectations by providing excellent 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
- All work is done remotely through secure connections and via phone and remote desktop-sharing
Working Hours and Schedule
The working hours for this role are 12:00am - 8:00am ET, Thursday to Monday. You'll be working a 3rd shift schedule, which requires flexibility, adaptability, and a willingness to work outside of traditional business hours.
Employment Requirements
* Excellent customer service skills
- 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 & analytical ability
- Displays high attention to problem description, detail, and impact
- Ability to work under pressure - client-facing
Bonus Skills
* Experience running queries in SQL
- Knowledge of Linux
- Excellent knowledge of Mac OS
- Experience with SaaS / cloud environments
- Experience in a medical and/or research environment - DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging - PACS or RIS
What We Offer
* Competitive salary and benefits package
- Opportunities for career growth and professional development
- Collaborative, customer-centric work environment
- Flexible remote work arrangement
- Access to cutting-edge medical imaging software solutions
- Recognition and rewards for outstanding performance
Equal Employment Opportunity
blithequark is an equal employment opportunity employer, committed to complying with all federal, state, and local laws providing equal employment opportunities and all other employment laws and regulations. We are dedicated to ensuring equal employment opportunity for qualified individuals with disabilities and prohibit discrimination against qualified individuals with disabilities.
Application Process
If you're a motivated, customer-focused individual with a passion for delivering exceptional technical support, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our online application portal. All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of their application.
Apply Now
Don't miss this opportunity to join our dynamic team at blithequark. Apply now and take the first step towards a rewarding career in medical imaging software support. Apply Job! Apply for this job