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 support? Do you thrive in a fast-paced environment where no two problems are ever the same? If so, we invite you to join blithequark's Night Shift Support team as a Customer Support Analyst, specializing in IT support for our cutting-edge medical imaging software, InteleShare.
About blithequark
At blithequark, we're revolutionizing the healthcare industry by providing innovative medical imaging solutions that streamline complex processes, maximize efficiencies, and improve patient outcomes. With a global presence and a team of nearly 800 employees across four countries, we empower over 2,000 healthcare organizations worldwide to increase business performance while prioritizing patient care. Our commitment to excellence has earned us a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report.
Job Description
As a Customer Support Analyst on our Night Shift Support team, you'll be the primary technical resource for InteleShare customers, ranging from major hospital networks to small radiology facilities. Your expertise will be essential in ensuring our software is properly configured and working effectively and efficiently at all times. You'll be responsible for real-time troubleshooting of InteleShare software and resolving cases submitted by our customers in a timely manner. This is a remote position within the USA, involving substantial phone work and 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:
The working hours for this role are 12:00am - 8:00am ET, Thursday to Monday.
Qualifications:
* 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
Additional Information:
* All your information will be kept confidential according to EEO guidelines.
- All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of your application.
- blithequark is committed to the principles of equal employment and is dedicated to ensuring equal employment opportunity for qualified individuals with disabilities.
Why Join blithequark?
* Work with a global leader in medical imaging solutions
- Collaborate with a talented team of professionals who share your passion for delivering exceptional customer support
- Enjoy a remote work environment with flexible hours
- Participate in ongoing training and development opportunities to enhance your skills and career growth
- Be part of a company that prioritizes patient care and improves outcomes for everyone
How to Apply:
If you're a motivated and tech-savvy individual with a passion for delivering exceptional customer support, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further.
Equal Employment Opportunity:
blithequark is an equal employment opportunity employer and is committed to complying with all federal, state, and local laws providing equal employment opportunities and all other employment laws and regulations. Apply for this job