Experienced Customer Support Analyst for Medical Imaging Software - 3rd Shift Remote IT Support Specialist at blithequark

Join blithequark: Empowering Healthcare through Innovative Medical Imaging Solutions

At blithequark, we are driven by a mission to illuminate the path to answers in healthcare. Our cutting-edge medical imaging solutions are designed to streamline information flow, simplify complex processes, and maximize efficiencies. By empowering physicians with faster access to critical information, we improve patient outcomes and revolutionize the healthcare landscape. With a global presence spanning four countries and nearly 800 employees, blithequark is the trusted partner for almost 2,000 healthcare organizations worldwide.

About the Role: Customer Support Analyst - IT Support (Medical Imaging Software) - 3rd Shift

We are seeking a highly skilled and dedicated Customer Support Analyst to join our Night Shift Support team as a full-time, exempt position. As the primary technical resource for our InteleShare application, you will play a vital role in ensuring the seamless operation of our software for a diverse range of customers, from major hospital networks to small radiology facilities. This remote position within the USA demands a strong technical background, excellent customer service skills, and the ability to troubleshoot complex issues under pressure.

Key Responsibilities

• Respond to client problems via phone and portal, actively monitoring client sites to ensure timely resolution
• Log and document all incidents within our ticketing system and problems within ServiceNow, maintaining accurate records and facilitating knowledge sharing
• Analyze, diagnose, and resolve challenging technical issues related to software applications, Windows OS, SQL Server databases, and other relevant technologies
• Refer incidents to other parties when necessary, ensuring that issues are escalated to the appropriate teams for resolution
• Manage and exceed customer expectations by providing exceptional service, meeting or exceeding service level agreements (SLAs), and delivering support according to specifications
• Participate in knowledge sharing and publish Knowledge Base articles to enhance our support operations and foster a culture of continuous learning
• Install and configure InteleShare software to assist in customer deployments, ensuring smooth transitions and optimal system performance
• Engage in ad hoc projects to improve InteleShare support operations, driving process improvements and innovation
• Work remotely through secure connections, utilizing phone and remote desktop-sharing tools to collaborate with customers and internal teams

Essential Qualifications

To succeed in this role, you will need:

• Excellent customer service skills, with a proven track record of delivering high-quality support in a fast-paced environment
• 1-2 years of work experience in Windows administration and technical customer support, with a strong foundation in troubleshooting and problem-solving
• In-depth knowledge of Microsoft Windows operating systems for Servers and Workstations, with the ability to diagnose and resolve complex technical issues
• Excellent communication skills in English, both verbal and written, with the ability to articulate technical information to non-technical stakeholders
• Strong problem-solving and analytical abilities, with a keen attention to detail and a commitment to delivering accurate solutions
• The ability to work under pressure, managing multiple priorities and meeting deadlines in a client-facing environment

Preferred Qualifications

While not essential, the following skills and experience will be considered a plus:

• Experience running queries in SQL, with a solid understanding of database management and query optimization
• Knowledge of Linux and/or Mac OS, with the ability to navigate and troubleshoot issues in these environments
• Experience working in SaaS/cloud environments, with a familiarity of cloud-based infrastructure and security best practices
• Background in a medical and/or research environment, with knowledge of DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging - PACS or RIS

What We Offer

At blithequark, we are committed to fostering a culture of growth, innovation, and inclusivity. As a Customer Support Analyst, you will have the opportunity to:

• Develop your technical skills and expertise in a dynamic and supportive environment
• Collaborate with a global team of professionals, sharing knowledge and best practices to drive success
• Enjoy a competitive compensation package, with a range of benefits and perks that support your well-being and career goals
• Work remotely, with the flexibility to manage your work schedule and maintain a healthy work-life balance

Our Culture and Values

At blithequark, we pride ourselves on our commitment to equal employment opportunity and our dedication to creating a workplace that is inclusive and respectful. We are committed to complying with all federal, state, and local laws providing equal employment opportunities and all other employment laws and regulations. Our culture is built on a foundation of transparency, integrity, and collaboration, and we strive to create an environment where everyone can thrive and grow.

How to Apply

If you are a motivated and experienced technical professional looking for a new challenge, we encourage you to apply for this exciting opportunity. All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of the application process. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

At blithequark, we are passionate about empowering healthcare through innovative medical imaging solutions. Join our team and be part of a dynamic and forward-thinking organization that is shaping the future of healthcare.

blithequark is an equal employment opportunity employer, committed to diversity and inclusion in the workplace. We welcome applications from qualified candidates of all backgrounds and perspectives.