Experienced Customer Support Analyst – Night Shift Technical Expert for Medical Imaging Software Solutions at blithequark

Introduction to blithequark and the Role blithequark is a leading provider of innovative medical imaging software solutions, dedicated to enhancing the quality of healthcare services through cutting-edge technology. As a key player in the medical imaging industry, we are committed to delivering exceptional support to our clients, ranging from major hospital networks to small radiology facilities. To achieve this goal, we are seeking an experienced and skilled Customer Support Analyst to join our Night Shift Support team. As a primary technical resource for our clients, you will play a vital role in ensuring the seamless operation of our software applications, providing top-notch technical support, and fostering strong relationships with our customers. Key Responsibilities In this critical role, you will be responsible for: Responding to client inquiries and technical issues via phone and portal, and actively monitoring client sites to ensure prompt resolution of problems Logging and documenting all incidents within our ticketing system and ServiceNow, maintaining accurate records of customer interactions and issue resolutions Analyzing, diagnosing, and resolving complex technical issues related to our software applications, Windows OS, SQL Server databases, and other relevant technologies Referring incidents to other teams or experts when necessary, ensuring that customer issues are addressed efficiently and effectively Providing exceptional customer service, exceeding customer expectations, and ensuring that all service level agreements (SLAs) are met and delivered according to Support specifications Participating in knowledge-sharing activities, publishing Knowledge Base articles, and contributing to the continuous improvement of our support operations Installing and configuring our software to assist in customer deployments, and participating in ad hoc projects to enhance support operations Essential Qualifications To be successful in this role, you should possess: Excellent customer service skills, with the ability to communicate effectively with clients and internal stakeholders 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 clearly and concisely Strong problem-solving and analytical abilities, with a keen attention to detail and a ability to work under pressure in a client-facing environment Preferred Qualifications While not essential, the following skills and experience are highly desirable: Experience running queries in SQL, with a strong understanding of database management principles Knowledge of Linux, Mac OS, and other operating systems, with the ability to adapt to new technologies and platforms Experience with SaaS/cloud environments, and a understanding of the benefits and challenges of cloud-based solutions Experience in a medical and/or research environment, with familiarity with DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging, PACS, or RIS Skills and Competencies To excel in this role, you should possess: Strong technical skills, with the ability to learn and adapt to new technologies and software applications Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal stakeholders Strong problem-solving and analytical abilities, with a keen attention to detail and a ability to work under pressure A customer-centric approach, with a focus on delivering exceptional service and support to our clients Career Growth Opportunities 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: Ongoing training and professional development opportunities, to enhance your technical skills and knowledge Mentorship and coaching from experienced professionals, to help you achieve your career goals Opportunities to participate in ad hoc projects and initiatives, to contribute to the continuous improvement of our support operations A collaborative and dynamic work environment, with a team of experienced professionals who are passionate about delivering exceptional customer support 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 home and manage your schedule effectively Open communication and collaboration, with regular team meetings and updates Continuous learning and professional development, with access to training and development opportunities A customer-centric approach, with a focus on delivering exceptional service and support to our clients Compensation, Perks, and Benefits As a Customer Support Analyst at blithequark, you can expect: A competitive salary and benefits package, with opportunities for growth and development A comprehensive benefits package, including health, dental, and vision insurance, as well as retirement savings plans Flexible working hours, with the ability to work from home and manage your schedule effectively Access to the latest technologies and software applications, to help you stay up-to-date with industry trends and developments Conclusion If you are a motivated and experienced technical support professional, with a passion for delivering exceptional customer service and support, we encourage you to apply for this exciting opportunity. As a Customer Support Analyst at blithequark, you will be part of a dynamic and collaborative team that values innovation, creativity, and customer satisfaction. Don't miss this chance to join our team and contribute to the success of our clients and our organization. Apply now to take the first step towards an exciting and rewarding career with blithequark!