Client Support Analyst L2 - medical imaging software support

The Customer Support Analyst L2 is a full-time, exempt position. You will be the primary technical resource for customers, which range from major hospital networks to small radiology facilities. As a member of the Support team, you will play an integral role in ensuring our software is properly configured and is working effectively and efficiently at all times. You will be responsible for real-time troubleshooting of company’s products and software and be expected to resolve cases submitted by our customers in a timely manner.

This is a remote position within the USA. Hours are Monday - Friday 1st shift - 9am-5pm per local time zone. As a 24x7x365 organization, holidays and on-call responsibilities; is required.

Responsibilities

• 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

Desired 

• 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

All your information will be kept confidential according to EEO guidelines.

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

Intelerad is committed to the principles of equal employment. We are 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, disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.

Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act (“ADA”)as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines “disability” as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment.

#LI-REMOTE

Intelerad is committed to the principles of equal employment. We are 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 , disability and genetic information (including family medical history). Intelerad is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment. 

Intelerad is committed to ensuring equal employment opportunity for qualified individuals with disabilities. Intelerad uses the Americans with Disabilities Act (“ADA”)as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines “disability” as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment