Experienced Customer Support Analyst - IT Support for Medical Imaging Software - 3rd Shift
At careerzynith, we're dedicated to delivering exceptional customer experiences through our cutting-edge medical imaging software solutions. As a key member of our Night Shift Support team, the Customer Support Analyst will play a vital role in ensuring our software is properly configured and working effectively and efficiently at all times. If you're passionate about providing top-notch technical support and have a knack for problem-solving, we want to hear from you!
**About careerzynith**
careerzynith is a leading provider of innovative medical imaging software solutions, empowering healthcare professionals to deliver high-quality patient care. Our team is committed to pushing the boundaries of technology and customer service, and we're looking for talented individuals to join our mission.
**Job Summary**
We're seeking an experienced Customer Support Analyst to join our Night Shift Support team, providing technical support for our InteleShare application. As a key resource for our customers, you'll be responsible for real-time troubleshooting, resolving cases, and ensuring our software is working effectively and efficiently. This is a remote position within the USA, requiring substantial phone work and direct interaction with customers.
**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
**Working Hours**
The working hours for this role are 12:00am - 8:00am ET, Thursday to Monday. This is a 3rd shift position, requiring flexibility and adaptability.
**Employment Requirements**
* 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**
* 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 careerzynith, we're committed to helping our employees grow and develop their skills. As a Customer Support Analyst, you'll have opportunities to:
* Participate in training programs and workshops to enhance your technical skills
* Collaborate with cross-functional teams to improve our software and services
* Contribute to the development of Knowledge Base articles and documentation
* Take on new challenges and responsibilities as you grow in your role
**Work Environment and Company Culture**
careerzynith is a remote-friendly company, offering a flexible and dynamic work environment. Our team is passionate about delivering exceptional customer experiences, and we're committed to creating a culture that values:
* Collaboration and teamwork
* Continuous learning and growth
* Innovation and creativity
* Customer-centricity and empathy
**Compensation, Perks, and Benefits**
We offer a competitive salary and benefits package, including:
* Comprehensive health insurance
* 401(k) matching program
* Paid time off and holidays
* Professional development opportunities
* Flexible work arrangements
**How to Apply**
If you're passionate about providing exceptional customer support and have a knack for problem-solving, we want to hear from you! Please submit your application, including your resume and a cover letter, through our online application portal.
**Equal Employment Opportunity**
careerzynith is an equal employment opportunity employer, committed to providing a workplace that is free from discrimination and harassment. We welcome applications from diverse candidates and are committed to creating an inclusive and respectful work environment.
**Online Assessment**
All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of their application.
**Confidentiality**
All your information will be kept confidential according to EEO guidelines.
**#LI-REMOTE**
Apply Job!
Apply for this job
**About careerzynith**
careerzynith is a leading provider of innovative medical imaging software solutions, empowering healthcare professionals to deliver high-quality patient care. Our team is committed to pushing the boundaries of technology and customer service, and we're looking for talented individuals to join our mission.
**Job Summary**
We're seeking an experienced Customer Support Analyst to join our Night Shift Support team, providing technical support for our InteleShare application. As a key resource for our customers, you'll be responsible for real-time troubleshooting, resolving cases, and ensuring our software is working effectively and efficiently. This is a remote position within the USA, requiring substantial phone work and direct interaction with customers.
**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
**Working Hours**
The working hours for this role are 12:00am - 8:00am ET, Thursday to Monday. This is a 3rd shift position, requiring flexibility and adaptability.
**Employment Requirements**
* 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**
* 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 careerzynith, we're committed to helping our employees grow and develop their skills. As a Customer Support Analyst, you'll have opportunities to:
* Participate in training programs and workshops to enhance your technical skills
* Collaborate with cross-functional teams to improve our software and services
* Contribute to the development of Knowledge Base articles and documentation
* Take on new challenges and responsibilities as you grow in your role
**Work Environment and Company Culture**
careerzynith is a remote-friendly company, offering a flexible and dynamic work environment. Our team is passionate about delivering exceptional customer experiences, and we're committed to creating a culture that values:
* Collaboration and teamwork
* Continuous learning and growth
* Innovation and creativity
* Customer-centricity and empathy
**Compensation, Perks, and Benefits**
We offer a competitive salary and benefits package, including:
* Comprehensive health insurance
* 401(k) matching program
* Paid time off and holidays
* Professional development opportunities
* Flexible work arrangements
**How to Apply**
If you're passionate about providing exceptional customer support and have a knack for problem-solving, we want to hear from you! Please submit your application, including your resume and a cover letter, through our online application portal.
**Equal Employment Opportunity**
careerzynith is an equal employment opportunity employer, committed to providing a workplace that is free from discrimination and harassment. We welcome applications from diverse candidates and are committed to creating an inclusive and respectful work environment.
**Online Assessment**
All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of their application.
**Confidentiality**
All your information will be kept confidential according to EEO guidelines.
**#LI-REMOTE**
Apply Job!
Apply for this job