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 recognize the importance of providing exceptional support to our customers, ensuring they can maximize the potential of our software. To achieve this, we are seeking an experienced Customer Support Analyst to join our Night Shift Support team, playing a vital role in resolving technical issues and delivering outstanding customer service.
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. Your working hours will be 12:00 am - 8:00 am ET, Thursday to Monday.
Key Responsibilities
- Respond to client problems via phone and portal, actively monitoring client sites to identify and resolve potential issues proactively.
- Log and document all incidents within our ticketing system and problems within ServiceNow, ensuring accurate and timely tracking of customer issues.
- 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 issue is beyond your current skill set, demonstrating a commitment to finding solutions and escalating complex problems efficiently.
- Manage and exceed customers' 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 and customer satisfaction.
- Install and configure InteleShare software to assist in customer deployments, ensuring seamless integration and optimal performance.
- Participate in, and potentially lead, ad hoc projects to help improve InteleShare support operations, driving innovation and process enhancements.
Essential Qualifications
To be successful in this role, you will need:
- Excellent customer service skills, with a proven track record of delivering outstanding support in a fast-paced, technical environment.
- 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 to non-technical stakeholders.
- Excellent problem-solving and analytical ability, with a keen eye for detail and a methodical approach to troubleshooting.
- Displays high attention to problem description, detail, and impact, with a customer-centric mindset and a passion for resolving issues efficiently.
- Ability to work under pressure in a client-facing environment, maintaining composure and professionalism in high-stress situations.
Preferred Qualifications
While not essential, the following skills and experience will be highly valued:
- Experience running queries in SQL, with a solid understanding of database management principles.
- Knowledge of Linux, with experience working in a mixed-OS environment.
- Excellent knowledge of Mac OS, with experience supporting Apple devices in a technical capacity.
- Experience with SaaS/cloud environments, with a understanding of cloud-based software delivery and support models.
- Experience in a medical and/or research environment, with familiarity with DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging, PACS, or RIS.
Career Growth and Learning Benefits
At blithequark, we are committed to the growth and development of our employees. As a Customer Support Analyst, you will have access to:
- Comprehensive training programs, designed to enhance your technical skills and knowledge of our software applications.
- Ongoing mentorship and coaching, providing guidance and support to help you achieve your career goals.
- Opportunities for professional development, including conferences, workshops, and industry events.
- A collaborative and dynamic work environment, fostering innovation, creativity, and teamwork.
Work Environment and Company Culture
At blithequark, we pride ourselves on our positive and inclusive company culture. As a remote employee, you will be part of a distributed team that values:
- Flexibility and work-life balance, with the ability to work from anywhere in the USA.
- Open communication and transparency, with regular team meetings and updates.
- Recognition and rewards, celebrating individual and team achievements.
- Diversity and inclusion, embracing different perspectives and promoting a culture of respect and empathy.
Compensation, Perks, and Benefits
We offer a competitive compensation package, including:
- A salary range that reflects your experience and qualifications.
- Comprehensive benefits, including medical, dental, and vision insurance.
- Retirement savings plan, with employer matching contributions.
- Generous paid time off, including vacation, sick leave, and holidays.
- Opportunities for professional growth and career advancement.
Conclusion
If you are a motivated and technically savvy individual, passionate about delivering exceptional customer 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 that is shaping the future of medical imaging software. Join us on this journey, and discover a career that is both challenging and rewarding. Apply now to take the first step towards an exciting new chapter in your career!
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