Customer Support Analyst L2

4 weeks ago

Springfield, United States Intelerad Full time

Job Description

Purpose

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.

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.



Qualifications:
Qualifications

Employment Prerequisites

3-5 years of work experience in Windows administration and technical customer support Excellent Knowledge of Microsoft Windows operating systems for Servers and Workstations Excellent Knowledge Mac OS is an asset Excellent communication skills in English (verbal and written) Experience running queries in SQL - an asset Knowledge of Linux - an asset (not a prerequisite) Experience with SaaS or other technical software a plus Experience in a medical and/or research environment - an asset

Desired Competencies

Excellent customer service skills Excellent problem solving & analytical ability Displays high attention to the problem description, detail, and impact Ability to work under pressure

Additional Information

Excellent customer service skills Excellent problem solving & analytical ability Displays high attention to problem description, detail, and impact Ability to work under pressure REMOTE & HYBRID WORKING ARRANGEMENT

#LI-Remote



  • Customer Support Analyst L2

    4 weeks ago

    Springfield, Illinois, United States Intelerad Full time

    Job DescriptionPurposeThe 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...

  • Customer Support Analyst L2

    4 weeks ago

    Springfield, Illinois, United States Intelerad Medical Systems Full time

    Company DescriptionAt 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...

  • IT Customer Support Analyst

    10 hours ago

    Springfield, United States CoxHealth Full time

    The Information Technology Customer Support Analyst will be responsible for providing technical support to end-users of IT systems and applications. The role involves diagnosing and resolving technical issues, providing guidance and training to end-u Support Analyst, IT, Information Technology, Technical Support, Analyst, Computer Science, Healthcare

  • IT Customer Support Analyst

    1 week ago

    Springfield, United States CoxHealth Full time

    Summary Best in Class Work Environment5x Modern Healthcare Best Places to workAmerica’s Greatest Workplaces 2023 – NewsweekBest Employers for New Grads 2023- ForbesGreatest Workplace for Women 2023 - NewsweekBenefits Robust, fully customizable benefits package including Medical/Vision/Dental and more!No cost eCare visitsEmployer-provided mental health...

  • IT Production Support Analyst

    7 days ago

    Springfield, Illinois, United States CoxHealth Full time

    Summary 5x Modern Healthcare Best Places to work America's Greatest Workplaces 2023 – Newsweek Best Employers for New Grads 2023- Forbes Greatest Workplace for Women Newsweek Robust, fully customizable benefits package including Medical/Vision/Dental and more No cost eCare visits Employer-provided mental health services for employees and eligible...

  • Vulnerability Assessment Analyst

    4 weeks ago

    Springfield, United States Elite Technical's Customer Full time

    Vulnerability Assessment Analyst (Cyber)Our client, a federal contractor is seeking a Vulnerability Assessment Analyst to perform assessments of systems and networks within the network environment or enclave and identifying where those systems/networks deviate from acceptable configurations, enclave policy, or local policy.The position is 100% onsite at the...

  • Vulnerability Assessment Analyst

    4 weeks ago

    Springfield, United States Elite Technical's Customer Full time

    Vulnerability Assessment Analyst (Cyber)Our client, a federal contractor is seeking a Vulnerability Assessment Analyst to perform assessments of systems and networks within the network environment or enclave and identifying where those systems/networks deviate from acceptable configurations, enclave policy, or local policy.The position is 100% onsite at the...

  • Vulnerability Assessment Analyst

    3 weeks ago

    Springfield, United States Elite Technical's Customer Full time

    Vulnerability Assessment Analyst (Cyber)Our client, a federal contractor is seeking a Vulnerability Assessment Analyst to perform assessments of systems and networks within the network environment or enclave and identifying where those systems/networks deviate from acceptable configurations, enclave policy, or local policy.The position is 100% onsite at the...

  • Vulnerability Assessment Analyst

    1 month ago

    Springfield, United States Elite Technical's Customer Full time

    Vulnerability Assessment Analyst (Cyber)Our client, a federal contractor is seeking a Vulnerability Assessment Analyst to perform assessments of systems and networks within the network environment or enclave and identifying where those systems/networks deviate from acceptable configurations, enclave policy, or local policy.The position is 100% onsite at the...

  • Vulnerability Assessment Analyst

    3 weeks ago

    Springfield, United States Elite Technical's Customer Full time

    Vulnerability Assessment Analyst (Cyber)Our client, a federal contractor is seeking a Vulnerability Assessment Analyst to perform assessments of systems and networks within the network environment or enclave and identifying where those systems/networks deviate from acceptable configurations, enclave policy, or local policy.The position is 100% onsite at the...

  • Customer Support Analyst I

    2 weeks ago

    Springfield, United States Farm Credit Financial Partners Full time

    **Shift Hours: 9:00 am - 5:30 pm EST** **ESSENTIAL FUNCTIONS**: - Maximize customer productivity by providing electronic requests - within a designated service goal. - Assign service issues to other team members, coordinate problem resolution, and implement changes according to established processes. Maintains proficient know l edge of the tools,...

  • Customer Experience Analyst I

    7 days ago

    Springfield, Massachusetts, United States Blackhawk Network Full time

    Overview:As a Customer Experience Analyst l will learn and be mentored to project manage and implement programs and products for Customer Service Operations. As a Customer Experience Analyst l will learn to collaborate with business leaders and cross-functional teams as the customer advocate to enhance the customer experience with company services and...

  • Case Management Support Analyst I

    1 week ago

    Springfield, United States Amentum Full time

    Case Management Support Analyst I Amentum is a leading provider of enduring support for the essential missions of the U.S. government, its allied partners and international organizations. With over 60 years of experience, Amentum supports the execution of complex and critical missions by providing global logistics and stability operations, technical...

  • Geospatial Support Analyst

    3 weeks ago

    Springfield, United States Maxar Technologies Full time

    Maxar Intelligence is looking for a Geospatial Support Analyst at one of our on-site customer locations in Springfield, VA. This position provides technical and administrative support contributing to our nation’s security. If you’re seeking a mission that’s both demanding and personally rewarding, this opportunity is your...

  • Computer Support Analyst

    7 days ago

    Springfield, Illinois, United States State of Illinois Full time

    Position Title: Information Systems Analyst I Opt C Agency : Department of Innovation and Technology Posting Date: 05/15/2024 Closing Date: 05/30/2024 Salary: $6,230 - $9,370 Job Type: Salaried County: Sangamon Number of Vacancies: 8 Plan/BU: RC063 This position is a union position; therefore, provisions of the relevant collective bargaining...

  • Business Support Analyst

    3 weeks ago

    Springfield, United States Burrell Behavioral Health Full time

    Job Description:Essential Job Functions:Proficient with analytic tools and programming languages. Able to handle complicated tasks and situations.Able to create and maintain custom data tables. Strong teamwork skills and attention to detail with the ability to complete tasks and projects effectively with minimal support. Strong understanding of data and...

  • Case Management Support Analyst II

    1 week ago

    Springfield, Virginia, United States Amentum Full time

    Case Management Support Analyst IIAmentum is a leading provider of enduring support for the essential missions of the U.S. government, its allied partners and international organizations. With over 60 years of experience, Amentum supports the execution of complex and critical missions by providing global logistics and stability operations, technical services...

  • Budget and Fiscal Operations Support Analyst

    2 months ago

    Springfield, United States All Native Group Full time

    All Native Group is looking for a budget and fiscal operations support analyst to support FSI operations and advise FSI management regard financial analyses. Essential Functions - Develops financial analysis of FSI operations as a basis for reporting Support, Analyst, Operation, Financial, Technology, Management

  • Budget and Fiscal Operations Support Analyst

    4 weeks ago

    Springfield, United States Ho-Chunk Full time

    All Native Group is looking for a budget and fiscal operations support analyst to support FSI operations and advise FSI management regard financial analyses. Essential Functions - Develops financial analysis of FSI operations as a basis for reporting Support, Analyst, Operation, Financial, Technology, Management

  • Business Support Analyst

    3 weeks ago

    Springfield, United States Burrell Behavioral Health Full time

    Job Description: Essential Job Functions: Proficient with analytic tools and programming languages. Able to handle complicated tasks and situations. Able to create and maintain custom data tables. Strong teamwork skills and attention to detail with the ability to complete tasks and projects effectively with minimal support. Strong understanding of data...