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

Join the Team at blithequark: Revolutionizing Healthcare with Innovative Medical Imaging Solutions

At blithequark, we're dedicated to transforming the healthcare landscape by providing cutting-edge medical imaging solutions that empower physicians to deliver faster, more accurate diagnoses. With a global presence and a commitment to excellence, we're seeking a skilled Customer Support Analyst to join our Night Shift Support team. As a critical member of our team, you'll play a vital role in ensuring our software is properly configured and working effectively for our customers worldwide.

About blithequark

Headquartered in Raleigh, NC, and Montreal, blithequark is a leading provider of medical imaging solutions, serving nearly 2,000 healthcare organizations across four countries. Our modern enterprise solutions have earned us a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report. With a team of nearly 800 employees, we're passionate about streamlining the flow of information, simplifying complex processes, and improving patient outcomes.

Job Summary

We're looking for an experienced Customer Support Analyst to join our Night Shift Support team, providing technical support for our InteleShare application. As a remote-based role within the USA, you'll work closely with customers to troubleshoot technical issues, resolve cases, and ensure our software is running smoothly. If you're a motivated, customer-focused individual with excellent technical skills, we encourage you to apply.

Key Responsibilities

• Respond to client problems via phone and portal, actively monitoring client sites and resolving issues in a timely manner
• 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 and ensuring all service level agreements (SLAs) are met
• Participate in sharing knowledge and publishing Knowledge Base articles to help improve our support operations
• Install and configure InteleShare software to assist in customer deployments
• Participate in, and potentially lead, ad hoc projects to help improve InteleShare support operations
• Work remotely through secure connections and via phone and remote desktop-sharing

Working Hours

The working hours for this role are 12:00 am - 8:00 am ET, Thursday to Monday.

Qualifications

Essential 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 and analytical ability
• Displays high attention to problem description, detail, and impact
• Ability to work under pressure - client-facing

Preferred Qualifications

• 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

What We Offer

At blithequark, we're committed to providing a supportive and inclusive work environment that fosters growth and development. As a valued member of our team, you'll enjoy:

• Competitive compensation and benefits package
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Flexible work arrangements, including remote work options
• Access to cutting-edge technology and innovative solutions

Why Join blithequark?

By joining our team at blithequark, you'll be part of a global community that's passionate about transforming healthcare. We're dedicated to:

• Improving patient outcomes through innovative medical imaging solutions
• Empowering physicians to deliver faster, more accurate diagnoses
• Streamlining the flow of information and simplifying complex processes
• Fostering a culture of excellence, inclusivity, and respect

How to Apply

If you're a motivated, customer-focused individual with excellent technical skills, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to join our team at blithequark.

All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of your application.

Equal Employment Opportunity

blithequark is committed to the principles of equal employment and is dedicated to ensuring equal employment opportunity for qualified individuals with disabilities. We're 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).