Experienced Customer Support Analyst – Medical Imaging Software Support and Troubleshooting Expert – 3rd Shift Remote Opportunity

Introduction to blithequark

At blithequark, we are driven by the mission to simplify the complexities of healthcare by providing innovative medical imaging solutions. Our goal is to empower healthcare professionals with the tools and information they need to deliver exceptional patient care. With a strong presence in the industry, blithequark has established itself as a leader in medical imaging software, serving nearly 2,000 healthcare organizations worldwide. Our commitment to excellence has earned us recognition, including the Best in KLAS award, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report.

Job Overview

We are seeking an experienced Customer Support Analyst to join our Night Shift Support team, providing technical expertise and support to our customers using our InteleShare application. As a primary technical resource, you will play a vital role in ensuring our software is properly configured and functioning effectively and efficiently. This is a remote, full-time 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, actively monitoring client sites to ensure timely resolution of issues.
• Log and document all incidents within our ticketing system and problems within ServiceNow, maintaining accurate records and tracking progress.
• Analyze, diagnose, and resolve challenging issues related to software applications, Windows OS, SQL Server databases, and other related technologies, referring incidents to other parties when necessary.
• Manage and exceed customer expectations by providing excellent 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 continuous improvement of our support operations.
• Install and configure InteleShare software to assist in customer deployments, and participate in ad hoc projects to enhance support operations.
• Work remotely through secure connections, using phone and remote desktop-sharing tools to collaborate with customers and colleagues.

Essential Qualifications

• Excellent customer service skills, with the ability to communicate effectively with clients and internal stakeholders.
• 1-2 years of work experience in Windows administration and technical customer support, with a strong 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 clearly and concisely.
• Excellent problem-solving and analytical abilities, with a high 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 and Mac OS, with experience working in multi-platform environments.
• Experience with SaaS/cloud environments, with a strong understanding of cloud-based software 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 opportunities to expand your technical skills, develop your expertise in medical imaging software, and contribute to the continuous improvement of our support operations. You will be part of a dynamic team, working collaboratively to deliver exceptional customer service and support.

Work Environment and Company Culture

blithequark is dedicated to creating a positive and inclusive work environment, fostering a culture of collaboration, innovation, and excellence. We value diversity, equity, and inclusion, and are committed to ensuring equal employment opportunities for all employees and applicants. Our remote work arrangement offers flexibility and work-life balance, allowing you to work from the comfort of your own home while being part of a global team.

Compensation and Benefits

blithequark offers 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, and paid time off. We are committed to recognizing and rewarding outstanding performance, with opportunities for career advancement and professional growth.

Conclusion

If you are a motivated and experienced customer support professional, with a passion for delivering exceptional service and 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, working together to make a positive impact on the healthcare industry. Apply now to join our team and take the first step towards a rewarding and challenging career in medical imaging software support.