**Job Description:**
About blithequark
At blithequark, we are a leading provider of innovative medical imaging software solutions, empowering healthcare professionals to deliver exceptional patient care. Our cutting-edge technology has revolutionized the way medical images are captured, stored, and shared, making it easier for healthcare providers to diagnose and treat patients more effectively. As a key member of our Night Shift Support team, you will play a vital role in ensuring our software is properly configured and working efficiently at all times, providing top-notch support to our customers across the USA.
Job Summary
We are seeking an experienced Full Stack Customer Support Analyst to join our 3rd shift team, supporting our InteleShare application. As a primary technical resource for our customers, you will be responsible for real-time troubleshooting of InteleShare software, resolving cases submitted by our customers in a timely manner, and ensuring our software is working effectively and efficiently at all times. This is a remote position within the USA, involving substantial phone work, partnering directly with customers to problem-solve technical issues covering nights & weekends.
Key Responsibilities
- Respond to client problems (phone/portal) and actively monitor client sites
- Log and document all incidents within a ticketing system and problems within ServiceNow
- 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
- Manage and exceed customers' expectations by providing excellent service
- Ensure that all service level agreements (SLAs) are met and delivered according to Support specifications
- Participate in sharing knowledge and publishing Knowledge Base articles
- Install and configure InteleShare software to assist in customer deployments
- Participate in, and potentially lead, ad hoc projects to help improve InteleShare support operations
- All work is done remotely through secure connections and via phone and remote desktop-sharing
- The working hours for this role are 12:00am - 8:00am ET Thursday to Monday
- Other duties as needed
Employment Requirements
To be successful in this role, you will need to possess the following qualifications:
- Excellent customer service skills
- 1-2 years of work experience in Windows administration and technical customer support
- Excellent knowledge of Microsoft Windows operating systems for Servers and Workstations
- Excellent communication skills in English (verbal and written)
- Excellent problem-solving & analytical ability
- Displays high attention to problem description, detail, and impact
- Ability to work under pressure - client-facing
Bonus Skills
While not required, the following skills will be highly valued:
- Experience running queries in SQL
- Knowledge of Linux
- Excellent knowledge of Mac OS
- Experience with SaaS / cloud environments
- Experience in a medical and/or research environment - DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging - PACS or RIS
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Full Stack Customer Support Analyst, you will have the opportunity to:
- Develop your technical skills and knowledge in medical imaging software
- Participate in ad hoc projects to improve InteleShare support operations
- Share knowledge and publish Knowledge Base articles
- Collaborate with cross-functional teams to resolve complex technical issues
- Enjoy a dynamic and supportive work environment
Work Environment and Company Culture
As a remote employee, you will have the flexibility to work from anywhere within the USA, while still being part of a dynamic and supportive team. Our company culture values:
- Collaboration and teamwork
- Continuous learning and professional development
- Customer-centric approach
- Flexibility and work-life balance
Compensation, Perks, and Benefits
We offer a competitive salary and benefits package, including:
- Competitive salary
- Health, dental, and vision insurance
- 401(k) retirement plan
- Flexible PTO policy
- Professional development opportunities
How to Apply
If you are a motivated and customer-focused individual with a passion for medical imaging software, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter through our online application portal. All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of their application.
Equal Employment Opportunity
blithequark is an equal employment opportunity employer and is committed to complying with all federal, state, and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees, and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability, and genetic information (including family medical history).
Confidentiality
All your information will be kept confidential according to EEO guidelines.
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