Customer Support Analyst - IT support (medical imaging software) - 3rd shift

At Intelerad, we believe the path to answers in healthcare should be clear-whether you are waiting for a diagnosis or trying to expedite one. Our medical imaging solutions streamline the flow of information, simplifying complex processes, maximizing efficiencies, and shining a light on the unknown. We empower physicians to get patients the answers they need faster and improve outcomes for everyone. With more accessible imaging, we are getting patients out of the dark.  

Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 employees located in offices across four countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad’s modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report.

The Customer Support Analyst is a full-time, exempt position, supporting the InteleShare application. You will be the primary technical resource for InteleShare customers, which range from major hospital networks to small radiology facilities. As a member of the Night Shift 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 InteleShare software and be expected to resolve cases submitted by our customers in a timely manner. This is a remote position within the USA and involves substantial phone work, partnering directly with customers to problem-solve technical issues covering nights & weekends.

• 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’ expectation 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 IntelShare support operations
• All the work is done remotely through secure connections and via phone and remote desktop-sharing
• The working hours for this role are 12:00am -8:00am ET Thursday to Monday
• Other duties as needed

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 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

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 (40 or older), 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.

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