Job Details
**Customer Support Analyst - After Hours- Remote USA**
* Raleigh, NC, USA
* Employees can work remotely
* Full-time
**Company Description**
Improving healthcare through innovative technology is at the core of Intelerads work. Our scalable medical imaging platform connects clinicians to a powerful imaging ecosystem that is fast, smart, and tapped into the data they need, no matter their location. Were focused on delivering a best-in-class medical image management solution that improves provider efficiency, decreases the cost of healthcare, and improves the overall health of populations.
Intelerad offers one of healthcares most comprehensive imaging and analytics platforms. Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 700 employees located in offices across six 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. Intelerads 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. To learn more, visit and follow Intelerad on LinkedIn and Twitter.
**Job Description**
Purpose
The Customer Support Analyst at Ambra Health (now part of Intelerad) is a full-time, exempt position. You will be the primary after-hours technical resource for Ambras 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. You will be responsible for real-time troubleshooting of Ambras 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) and actively monitor client sites:
* Log and document all incidents within a ticketing system and problems within ServiceNow
* Analyse, 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 articles
* Install and configure Ambras software to assist in customer deployments.
* Participate in, and potentially lead, ad hoc projects to help improve Ambras support operations.
* All the work is done remotely through secure connections and via phone and remote desktop-sharing.
**Qualifications**
Employment Prerequisites
* 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 Knowledge Mac OS an asset
* Excellent communication skills in English (verbal and written)
* Experience running queries in SQL - an asset
* Knowledge of Linux - an asset
* 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 problem description, detail, and impact
* Ability to work under pressure
**Additional Information**
All applicants meeting minimum qualifications will be required to complete a 30 minute online assessment as part of your application.
**Meet Intelerads Leadership Team:**
**#LI-Remote** #remoteUSA
Customer Support Analyst - After Hours- Remote USA
* Raleigh, NC, USA
* Full-time