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 diverse client base, ranging from major hospital networks to small radiology facilities. To achieve this, we are seeking a highly skilled and dedicated Customer Support Analyst to join our Night Shift Support team.

Job Overview

As a Customer Support Analyst at blithequark, you will be the primary technical resource for our InteleShare customers, ensuring that 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, partnering directly with customers to problem-solve technical issues covering 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 seamless functionality
• Log and document all incidents within our ticketing system and problems within ServiceNow, maintaining accurate records and facilitating efficient issue resolution
• Analyze, diagnose, and resolve challenging issues relating to software applications, Windows OS, SQL Server databases, and other related technologies, leveraging your technical expertise to provide timely 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 customers' 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 growth and development of our support operations
• Install and configure InteleShare software to assist in customer deployments, utilizing your technical skills to drive successful implementation
• Participate in, and potentially lead, ad hoc projects to help improve InteleShare support operations, demonstrating your ability to adapt and innovate in a fast-paced environment

Employment Requirements

To be considered for this role, you must possess the following essential qualifications:

• Excellent customer service skills, with a proven ability to deliver exceptional support in a fast-paced, client-facing environment
• 1-2 years of work experience in Windows administration and technical customer support, with a strong foundation in IT principles and practices
• Excellent knowledge of Microsoft Windows operating systems for Servers and Workstations, with the ability to troubleshoot and resolve technical issues
• 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 strong attention to detail and a commitment to resolving issues efficiently and effectively

Bonus Skills

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

• Experience running queries in SQL, with a strong understanding of database principles and practices
• Knowledge of Linux, with the ability to navigate and troubleshoot Linux-based systems
• Excellent knowledge of Mac OS, with experience supporting Mac-based environments
• Experience with SaaS/cloud environments, with a strong understanding of cloud-based technologies and principles
• 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 Development

At blithequark, we are committed to the growth and development of our employees, providing opportunities for professional advancement and skill development. As a Customer Support Analyst, you will have access to a range of training and development programs, designed to enhance your technical skills and knowledge. Our supportive and collaborative work environment encourages innovation, creativity, and experimentation, providing a platform for you to thrive and succeed in your role.

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic and inclusive work environment, which values diversity, equity, and inclusion. Our remote work arrangement provides flexibility and autonomy, allowing you to work from the comfort of your own home. Our company culture is built on a foundation of respect, empathy, and open communication, fostering a sense of community and belonging among our employees. We are committed to creating a work environment that is engaging, challenging, and rewarding, where you can grow and develop as a professional.

Compensation and Benefits

As a Customer Support Analyst at blithequark, you will be eligible for a competitive compensation package, including a salary, benefits, and perks. Our benefits package includes a range of programs and initiatives designed to support your physical, emotional, and financial well-being. We also offer opportunities for professional development, education assistance, and career advancement, recognizing the importance of investing in our employees' growth and success.

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 to join our Night Shift Support team as a Customer Support Analyst. At blithequark, we are committed to creating a work environment that is engaging, challenging, and rewarding, where you can grow and develop as a professional. Don't miss this chance to join our dynamic team and contribute to the success of our innovative medical imaging software solutions. Apply now to take the first step in your journey with blithequark!