Customer Support Analyst

1 week ago


Raleigh, North Carolina, United States Intelerad Medical Systems Incorporated Full time

Job Title: Customer Support Analyst - After Hours

Company: Intelerad Medical Systems Incorporated

Location: Raleigh, NC, USA

Job Type: Full-time

About the Role:

The After Hours Customer Support Analyst at Intelerad Medical Systems Incorporated is a full-time, exempt position. You will be the primary after-hours technical resource for our customers, which range from major hospital networks to small radiology facilities. As a member of the After Hours Support team, you will play an integral role in ensuring our software is properly configured and is working effectively and efficiently at all times.

Responsibilities:

  1. Answer phone calls, chats, and tickets for existing customers.
  2. Work within the platform to troubleshoot complex issues and configurations.
  3. Understand the complexity of the system to better resolve issues.
  4. Effectively utilize multiple software tools to ensure rapid resolution of customer cases.
  5. Work with existing Analysts/Senior Analysts to manage the case queue.
  6. Properly escalate technical issues internally when necessary.
  7. Install and configure our software to assist in customer deployments.
  8. Participate in, and potentially lead, ad hoc projects to help improve our support operations.

Requirements:

  • Effective problem solver with the ability to multitask.
  • Self-motivated team player with strong interpersonal skills.
  • Ability to function at a high level during non-conventional work hours.
  • Interest in continuous improvement and learning new skill sets.
  • Experience in technical customer service a plus.
  • Experience with SaaS or other technical software a plus.

Additional Information:

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



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