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 are seeking a highly skilled and dedicated Customer Support Analyst to join our Night Shift Support team. This is an exceptional opportunity to work with a talented group of professionals who share a passion for delivering exceptional customer experiences and ensuring the seamless operation of our software applications.

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, working effectively, and efficiently at all times. This is a remote position within the USA, involving substantial phone work and partnering directly with customers to problem-solve technical issues covering nights and weekends. If you are a motivated and customer-focused individual with a passion for IT support, 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 prompt resolution of technical issues.
• Log and document all incidents within our ticketing system and problems within ServiceNow, maintaining accurate records and ensuring seamless communication with customers and internal teams.
• Analyze, diagnose root causes, known errors, and resolve challenging issues relating to software applications, Windows OS, SQL Server databases, and other related 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 ensuring that customer needs are met.
• Manage and exceed customers' expectations by providing excellent service, fostering strong relationships, and promoting a positive experience with blithequark's products and services.
• Ensure that all service level agreements (SLAs) are met and delivered according to Support specifications, maintaining high standards of performance and reliability.
• Participate in sharing knowledge and publishing Knowledge Base articles, contributing to the growth and development of our support operations and enhancing the overall customer experience.
• Install and configure InteleShare software to assist in customer deployments, providing technical expertise and support to ensure successful implementation and adoption.
• Participate in, and potentially lead, ad hoc projects to help improve InteleShare support operations, driving innovation and process improvements that benefit our customers and the organization as a whole.

Employment Requirements

To be successful in this role, you will need to possess the following essential qualifications:

• Excellent customer service skills, with a proven ability to communicate effectively with customers, understand their needs, and provide timely and effective solutions.
• 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 efficiently.
• 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 strong attention to detail and a methodical approach to resolving technical issues.
• Displays high attention to problem description, detail, and impact, with a customer-centric approach 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 principles and practices.
• Knowledge of Linux, with experience working in Linux-based environments and troubleshooting technical issues.
• Excellent knowledge of Mac OS, with experience supporting Mac-based systems and resolving technical issues.
• Experience with SaaS/cloud environments, with a strong understanding of cloud-based technologies and their applications in the medical imaging industry.
• Experience in a medical and/or research environment, with knowledge of DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging, PACS, or RIS, and a deep understanding of the technical and regulatory requirements of the industry.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to the growth and development of our employees, providing opportunities for career advancement, professional development, and continuous learning. As a Customer Support Analyst, you will have access to a range of training and development programs, including:

• Comprehensive onboarding and training programs to ensure your success in the role.
• Ongoing professional development opportunities, including training, mentoring, and coaching.
• Access to industry-leading technologies and tools, with opportunities to develop your technical skills and expertise.
• A collaborative and dynamic work environment, with a team of experienced professionals who are passionate about delivering exceptional customer experiences.

Work Environment and Company Culture

At blithequark, we pride ourselves on our positive and inclusive company culture, with a strong focus on teamwork, collaboration, and mutual respect. Our remote work environment is designed to support your success, with:

• Flexible working hours and a remote work arrangement that allows you to work from the comfort of your own home.
• A secure and reliable technology infrastructure, with access to the latest tools and technologies.
• A dynamic and supportive team environment, with regular virtual meetings and team-building activities.
• A commitment to work-life balance, with a focus on employee well-being and satisfaction.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package, with a range of perks and benefits designed to support your success and well-being, including:

• A competitive salary and bonus structure, with opportunities for growth and advancement.
• A comprehensive benefits package, including health, dental, and vision insurance, as well as retirement savings and other perks.
• A flexible and dynamic work environment, with opportunities for remote work and flexible scheduling.
• Access to the latest technologies and tools, with opportunities for professional development and growth.

Conclusion

If you are a motivated and customer-focused individual with a passion for IT support, we encourage you to apply for this exciting opportunity to join our team at blithequark. As a Customer Support Analyst, you will play a critical role in delivering exceptional customer experiences and ensuring the seamless operation of our software applications. With a commitment to career growth, learning, and development, we offer a dynamic and supportive work environment that is designed to support your success. Apply now to take the first step in your journey with blithequark!