Experienced Customer Support Analyst for Medical Imaging Software – 3rd Shift Technical Support Specialist

Introduction to blithequark

At blithequark, we are driven by the mission to illuminate the path to answers in healthcare, making it clearer and more efficient for both patients and healthcare professionals. Our innovative medical imaging solutions are designed to streamline the flow of information, simplify complex processes, and maximize efficiencies. By empowering physicians with the tools they need to provide faster and more accurate diagnoses, we aim to improve patient outcomes and bring about better healthcare experiences. With a global presence and a team of nearly 800 employees across four countries, blithequark is dedicated to making a positive impact on the lives of patients and healthcare professionals worldwide.

Job Overview

We are seeking an experienced and skilled Customer Support Analyst to join our Night Shift Support team. As a primary technical resource for our InteleShare application, you will play a critical role in ensuring that our software is properly configured and functioning effectively and efficiently at all times. This is a remote position within the USA, involving substantial phone work and partnering directly with customers to resolve technical issues covering nights and weekends.

Key Responsibilities

• Respond to client problems via phone and portal, and actively monitor client sites to ensure timely resolution of issues.
• Log and document all incidents within our ticketing system and problems within ServiceNow, maintaining accurate and detailed records.
• Analyze, diagnose, and resolve challenging issues relating to software applications, Windows OS, SQL Server databases, and other related technologies, using your excellent problem-solving and analytical skills.
• Refer incidents to other parties when an issue is beyond your current skill set, demonstrating your ability to work collaboratively and seek support when needed.
• Manage and exceed customer 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, and participate in ad hoc projects to help improve support operations.
• Work remotely through secure connections and via phone and remote desktop-sharing, with working hours from 12:00 am to 8:00 am ET, Thursday to Monday.

Essential Qualifications

• Excellent customer service skills, with the ability to communicate effectively and empathetically with clients.
• 1-2 years of work experience in Windows administration and technical customer support, with a strong foundation in Microsoft Windows operating systems for Servers and Workstations.
• Excellent communication skills in English (verbal and written), with the ability to articulate complex technical concepts clearly and concisely.
• Excellent problem-solving and analytical ability, with a strong attention to detail and the ability to work under pressure in a client-facing environment.

Preferred Qualifications

• Experience running queries in SQL, with a strong understanding of database management principles.
• Knowledge of Linux, with experience working in a Linux environment.
• Excellent knowledge of Mac OS, with experience supporting Mac-based systems.
• Experience with SaaS/cloud environments, with a strong understanding of cloud-based technologies and their applications.
• Experience in a medical and/or research environment, with knowledge of 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. As a Customer Support Analyst, you will have access to a range of training and development opportunities, including on-the-job training, mentorship programs, and professional development courses. You will also have the opportunity to participate in knowledge-sharing activities, such as publishing Knowledge Base articles and contributing to the growth and development of our support operations.

Work Environment and Company Culture

At blithequark, we pride ourselves on our collaborative and dynamic work environment. Our team is passionate about making a positive impact on the lives of patients and healthcare professionals, and we are committed to creating a work environment that is supportive, inclusive, and empowering. As a remote employee, you will be part of a global team that values flexibility, autonomy, and open communication.

Compensation and Benefits

We offer a competitive compensation package, including a salary range that reflects your experience and qualifications. You will also be eligible for a range of benefits, including health insurance, retirement savings plans, and paid time off. We are committed to recognizing and rewarding the contributions of our employees, and we offer a range of incentives and recognition programs to acknowledge your hard work and dedication.

Conclusion

If you are a motivated and experienced technical support professional looking for a challenging and rewarding role, we encourage you to apply for this exciting opportunity. As a Customer Support Analyst at blithequark, you will be part of a dynamic and collaborative team that is dedicated to making a positive impact on the lives of patients and healthcare professionals. With a competitive compensation package, opportunities for career growth and development, and a supportive and inclusive work environment, this is an opportunity not to be missed. Apply now to join our team and start making a difference in the world of healthcare.