Experienced Customer Support Analyst for Medical Imaging Software – 3rd Shift Technical Support and Troubleshooting Expert

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 an experienced and skilled Customer Support Analyst to join our Night Shift Support team, ensuring seamless technical assistance to our 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, providing real-time troubleshooting and resolving complex technical issues. 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. Your expertise will play a vital role in ensuring our software is properly configured, working effectively, and meeting the high standards of our customers.

Key Responsibilities

• Respond to client problems via phone and portal, actively monitoring client sites to ensure prompt resolution of technical issues.
• Log and document all incidents within our ticketing system and problems within ServiceNow, maintaining accurate records and facilitating efficient issue tracking.
• 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 is beyond your current skill set, demonstrating a commitment to collaboration and customer satisfaction.
• Manage and exceed customer expectations by delivering 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 and the development of our team members.
• Install and configure InteleShare software to assist in customer deployments, utilizing your technical skills to facilitate smooth implementation and minimize downtime.
• Participate in, and potentially lead, ad hoc projects aimed at enhancing InteleShare support operations, driving innovation and process improvements that benefit our customers and the organization as a whole.

Employment Requirements

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

• Excellent customer service skills, with a proven ability to communicate effectively and empathetically with clients in a technical support environment.
• 1-2 years of work experience in Windows administration and technical customer support, demonstrating a solid foundation in troubleshooting and resolving complex technical issues.
• Excellent knowledge of Microsoft Windows operating systems for Servers and Workstations, with a strong understanding of software applications, SQL Server databases, and related technologies.
• Excellent communication skills in English (verbal and written), with the ability to articulate technical concepts and solutions to both technical and non-technical stakeholders.
• Excellent problem-solving and analytical ability, with a keen eye for detail and a methodical approach to troubleshooting and resolving technical issues.
• Displays high attention to problem description, detail, and impact, with a customer-centric mindset and a commitment to delivering exceptional support experiences.
• Ability to work under pressure in a client-facing environment, maintaining composure and professionalism in high-stress situations.

Bonus Skills

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

• Experience running queries in SQL, with a strong understanding of database management and optimization techniques.
• Knowledge of Linux, with experience in administering and troubleshooting Linux-based systems.
• Excellent knowledge of Mac OS, with experience in supporting and troubleshooting Mac-based systems.
• Experience with SaaS/cloud environments, with a strong understanding of cloud-based infrastructure and application 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 Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our team members. As a Customer Support Analyst, you will have access to a range of training and development opportunities, including:

• Comprehensive onboarding and training programs, designed to equip you with the skills and knowledge necessary to succeed in your role.
• Ongoing professional development opportunities, including workshops, webinars, and conferences, to help you stay up-to-date with the latest technologies and industry trends.
• Mentorship and coaching from experienced technical support professionals, providing guidance and support as you navigate your career path.
• Opportunities for career advancement, with a clear path for progression within the organization and the potential to move into leadership or specialized roles.

Work Environment and Company Culture

At blithequark, we pride ourselves on our dynamic and supportive work environment, with a strong focus on collaboration, innovation, and customer satisfaction. As a remote team member, you will be part of a distributed workforce that values flexibility, autonomy, and open communication. Our company culture is built on the following core values:

• A commitment to excellence, with a passion for delivering exceptional customer experiences and driving business success.
• A culture of innovation, with a focus on continuous learning, experimentation, and improvement.
• A collaborative and supportive work environment, with a strong emphasis on teamwork, mutual respect, and open communication.
• A dedication to diversity, equity, and inclusion, with a commitment to creating a workplace that is welcoming, inclusive, and respectful of all individuals.

Compensation, Perks, and Benefits

As a Customer Support Analyst at blithequark, you can expect a competitive compensation package, including:

• A salary range that reflects your experience and qualifications, with opportunities for growth and advancement.
• A comprehensive benefits package, including medical, dental, and vision insurance, as well as retirement savings and other perks.
• A flexible and remote work arrangement, with the ability to work from anywhere in the United States and enjoy a better work-life balance.
• Access to cutting-edge technologies and tools, with ongoing training and support to help you stay up-to-date with the latest industry trends and developments.

Conclusion

If you are a motivated and experienced technical support professional, with a passion for delivering exceptional customer experiences and a strong technical skill set, 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, with the chance to make a real difference in the lives of our customers and contribute to the success of our organization. Don't miss out on this opportunity to join our team and take your career to the next level – apply now and discover the blithequark difference!