Experienced Full Stack Customer Support Analyst – IT Support for Medical Imaging Software – 3rd Shift

Are you a customer-centric individual with a passion for technical problem-solving? Do you thrive in a fast-paced, dynamic environment where no two days are ever the same? If so, we invite you to join the Night Shift Support team at blithequark, a leading provider of innovative medical imaging software solutions. As a Customer Support Analyst, you will play a critical role in ensuring the seamless operation of our InteleShare application, supporting a diverse range of customers from major hospital networks to small radiology facilities.

About blithequark

blithequark is a cutting-edge technology company dedicated to revolutionizing the medical imaging industry with our cutting-edge software solutions. Our team of experts is passionate about delivering exceptional customer experiences, and we're committed to fostering a culture of innovation, collaboration, and continuous learning. As a remote employee, you'll enjoy the flexibility to work from anywhere, while still being part of a dynamic, supportive team that's shaping the future of healthcare technology.

Job Summary

As a Customer Support Analyst, you'll be the primary technical resource for InteleShare customers, providing real-time troubleshooting, technical guidance, and support to ensure our software is working effectively and efficiently at all times. You'll work closely with customers to resolve technical issues, document incidents, and collaborate with internal teams to drive continuous improvement. This is a unique opportunity to join a forward-thinking organization that's committed to delivering exceptional customer experiences and pushing the boundaries of medical imaging technology.

Key Responsibilities

* Respond to client problems (phone/portal) and actively monitor client sites to ensure timely resolution of technical issues

• Log and document all incidents within a ticketing system and problems within ServiceNow to maintain accurate records and facilitate knowledge sharing
• Analyze, diagnose root causes, known errors, and resolve challenging issues relating to software applications, Windows OS, SQL Server databases, and other related technologies
• Refer incidents to other parties when an incident is beyond your current skill-set to ensure seamless escalation and resolution
• Manage and exceed customers' expectations by providing exceptional 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 to drive continuous improvement and knowledge sharing across the team
• Install and configure InteleShare software to assist in customer deployments and ensure smooth onboarding
• Participate in, and potentially lead, ad hoc projects to help improve InteleShare support operations and drive process improvements

Essential Qualifications

* Excellent customer service skills, with a proven track record of delivering exceptional customer experiences

• 1-2 years of work experience in Windows administration and technical customer support, with a strong understanding of technical concepts and troubleshooting methodologies
• Excellent knowledge of Microsoft Windows operating systems for Servers and Workstations, with experience in troubleshooting and resolving technical issues
• Excellent communication skills in English (verbal and written), with the ability to articulate complex technical concepts in a clear, concise manner
• Excellent problem-solving and analytical ability, with a strong attention to detail and ability to work under pressure in a client-facing environment

Preferred Qualifications

* Experience running queries in SQL, with a strong understanding of database concepts and troubleshooting methodologies

• Knowledge of Linux and Mac OS, with experience in troubleshooting and resolving technical issues
• Experience with SaaS/cloud environments, with a strong understanding of cloud-based technologies and security best practices
• Experience in a medical and/or research environment, with knowledge of DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging, PACS, or RIS

Skills and Competencies

* Strong technical problem-solving skills, with the ability to analyze complex technical issues and develop effective solutions

• Excellent communication and interpersonal skills, with the ability to articulate complex technical concepts in a clear, concise manner
• Strong attention to detail and ability to work under pressure in a client-facing environment
• Ability to work collaboratively as part of a dynamic team, with a strong commitment to knowledge sharing and continuous learning
• Strong analytical and problem-solving skills, with the ability to think critically and develop effective solutions

Career Growth Opportunities and Learning Benefits

At blithequark, we're committed to fostering a culture of continuous learning and professional growth. As a Customer Support Analyst, you'll have access to a range of training and development opportunities, including:

• Ongoing training and development programs to enhance your technical skills and knowledge
• Opportunities to participate in ad hoc projects and contribute to process improvements
• Collaborative team environment with a strong focus on knowledge sharing and continuous learning
• Flexible work arrangements, including remote work options, to support your work-life balance

Work Environment and Company Culture

As a remote employee, you'll enjoy the flexibility to work from anywhere, while still being part of a dynamic, supportive team that's shaping the future of healthcare technology. Our company culture is built on a foundation of innovation, collaboration, and continuous learning, with a strong commitment to delivering exceptional customer experiences.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including:

• Competitive salary and benefits package
• Flexible work arrangements, including remote work options
• Ongoing training and development opportunities to enhance your technical skills and knowledge
• Collaborative team environment with a strong focus on knowledge sharing and continuous learning
• Access to a range of employee benefits, including health insurance, retirement plans, and paid time off

How to Apply

If you're a motivated, customer-centric individual with a passion for technical problem-solving, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter outlining your experience and qualifications. All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of the application process.

Equal Employment Opportunity

blithequark is an equal employment opportunity employer, committed to fostering a diverse and inclusive work environment. We're dedicated to ensuring equal employment opportunities for all applicants, employees, and former employees, regardless of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability, or genetic information.

Confidentiality

All your information will be kept confidential according to EEO guidelines.

Apply Now

Ready to join a dynamic, forward-thinking organization that's shaping the future of healthcare technology? Apply now to become a Customer Support Analyst at blithequark and take the first step towards a rewarding career in medical imaging software support. Apply for this job