Experienced Customer Support Analyst – IT Support for Medical Imaging Software (3rd Shift)

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 – we are seeking an experienced 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 instrumental in ensuring our software is properly configured and functioning effectively and efficiently at all times. This is a remote position, offering the flexibility to work from the comfort of your own home, with substantial phone work and remote desktop-sharing involved. Your working hours will be 12:00am - 8:00am ET, Thursday to Monday, requiring adaptability and a strong work ethic. 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 accurate records and facilitating efficient case management Analyze, diagnose, and resolve challenging issues related to software applications, Windows OS, SQL Server databases, and other relevant technologies, leveraging your technical expertise to provide effective solutions Refer incidents to other parties when an issue exceeds your current skill set, demonstrating a commitment to collaboration and customer satisfaction Manage and exceed customer expectations by delivering exceptional service, ensuring 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, providing hands-on technical support and guidance Participate in, and potentially lead, ad hoc projects to improve InteleShare support operations, driving innovation and process enhancements Essential Qualifications To succeed in this role, you will need: Excellent customer service skills, with a strong focus on empathy, active listening, and problem-solving 1-2 years of work experience in Windows administration and technical customer support, with a solid 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 in a clear and concise manner Excellent problem-solving and analytical ability, with a keen eye for detail and a methodical approach to issue resolution Displays high attention to problem description, detail, and impact, with a customer-centric mindset and a commitment to delivering exceptional support Ability to work under pressure in a client-facing environment, maintaining composure and professionalism 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 a mixed-OS environment Excellent knowledge of Mac OS, with experience supporting Apple devices in a technical capacity Experience with SaaS/cloud environments, with a understanding of cloud-based software deployment and management 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: Comprehensive training and onboarding programs, designed to equip you with the skills and knowledge needed to succeed in your role Ongoing professional development opportunities, including workshops, webinars, and conferences, to stay up-to-date with the latest industry trends and technologies Mentorship and coaching from experienced colleagues, providing guidance and support to help you achieve your career goals 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 inclusive work environment. As a remote employee, you will be part of a distributed team, with opportunities to collaborate and connect with colleagues from diverse backgrounds and locations. Our company culture is built on the values of innovation, excellence, and customer satisfaction, with a strong focus on teamwork, open communication, and mutual respect. Compensation, Perks, and Benefits We offer a competitive compensation package, with a range of perks and benefits, including: Flexible working hours and remote work arrangements, allowing you to balance your work and personal life Comprehensive health and wellness programs, including medical, dental, and vision coverage Generous paid time off and holiday entitlement, with opportunities to recharge and relax Access to cutting-edge technologies and tools, with ongoing training and support to help you stay up-to-date with the latest industry developments Conclusion If you are a motivated and technically skilled individual, with a passion for delivering exceptional customer support, we encourage you to apply for this exciting opportunity. As a Customer Support Analyst at blithequark, you will be part of a dynamic team, dedicated to making a positive impact in the lives of healthcare professionals and patients around the world. Join us on our mission to revolutionize medical imaging software, and take the first step towards a rewarding and challenging career with blithequark. Apply for this job