Client Support Analyst - Medical Imaging Software Support

21 hours ago

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Intelerad Medical Systems

WebsiteLinkedInAll Job Openings

medical imaging • distributed radiology solutions • distributed architecture & workflow orchestration • radiology • Enterprise Workflow

501 - 1000

💰 $1.4M Venture Round on 2023-01

Description

• Respond to client problems (phone/portal) • Escalations from Customer Support Analyst L1 and actively monitor client sites • Log and document all incidents within a ticketing system and problems within ServiceNow received from customers or escalated from Customer Support Analyst L1 • Analyze, diagnose root causes, known errors and resolve challenging issues relating to software applications, Windows OS, SQL Server databases and other related technologies • Presents problem analysis and recommended solutions in a creative and logical manner working with R&D or Dev Ops Teams • Manage customer major incidents or escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled. • Ensure critical client SLAs are met. • 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 articles • Participates in incoming Tier 1 phone coverage on a regular basis and or when needed • Participate in, and potentially lead, ad hoc projects to help improve support operations. • Work is performed remotely through secure connections, phone, and remote desktop sharing.

Requirements

• 3+ 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 customer service skills • Excellent problem solving & analytical ability • Displays high attention to the problem description, detail, and impact • Ability to work under pressure • Excellent Knowledge Mac OS • Experience running queries in SQL • Knowledge of Linux (RHEL / RedHat) or Unix • Experience with SaaS or other technical software • Experience in a medical and/or research environment - experience with PACS, radiology, cardiology, imaging software, healthcare IT a major advantage