Experienced Customer Support Analyst - IT Support for Medical Imaging Software - 3rd Shift

Are you a customer-centric professional with a passion for delivering exceptional technical support? Do you thrive in a fast-paced environment where no two problems are 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 vital role in ensuring the seamless operation of our InteleShare application, serving a diverse range of customers from major hospital networks to small radiology facilities.About blithequarkblithequark is a pioneering company in the medical imaging software industry, dedicated to empowering healthcare professionals with cutting-edge technology. Our mission is to revolutionize the way medical images are captured, stored, and shared, ultimately improving patient outcomes and streamlining clinical workflows. As a valued member of our team, you will be part of a dynamic and collaborative environment that fosters innovation, growth, and customer satisfaction. Job SummaryAs a Customer Support Analyst, you will be the primary technical resource for InteleShare customers, providing real-time troubleshooting and resolution of technical issues.You will work closely with customers to problem-solve complex technical problems, ensuring that our software is properly configured and working effectively and efficiently at all times. This is a remote position within the USA, requiring substantial phone work and collaboration with customers to resolve technical issues during nights and 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 operationsEssential Qualifications* Excellent customer service skills* 1-2 years of work experience in Windows administration and technical customer support* Excellent knowledge of bolthires 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-facingPreferred 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 RISWork Environment and CultureAs a remote employee, you will work from the comfort of your own home, with access to secure connections and remote desktop-sharing tools.Our Night Shift Support team is a collaborative and dynamic group, working together to ensure the seamless operation of our InteleShare application. We value open communication, teamwork, and a customer-centric approach to support. Compensation and BenefitsWe offer a competitive salary and benefits package, including:* Comprehensive health insurance* 401(k) retirement plan* Paid time off and holidays* Professional development opportunities* Flexible work arrangementsIf you are a motivated and customer-focused professional with a passion for delivering exceptional technical support, we encourage you to apply for this exciting opportunity.Please apply including your resume and a cover letter, through our online portal. All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of the application process. Equal Employment Opportunityblithequark is an equal employment opportunity employer, committed to providing equal employment opportunities to all qualified individuals, regardless of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability, and genetic information.We are dedicated to ensuring equal employment opportunity for qualified individuals with disabilities, in accordance with the Americans with Disabilities Act (ADA). Remote JobThis is a remote position within the USA, requiring substantial phone work and collaboration with customers to resolve technical issues during nights and weekends.