Customer Support Analyst

Job Summary

Providing remote technical support and consultation, the full-time Customer Support Analyst, Tier 1 will assist users and teams with troubleshooting, manage escalations, and document solutions to ensure high customer satisfaction.

Key responsibilities:

• Deliver telephone and remote support to customers, Field Engineers, and Sales and Implementation Teams
• Utilize support software for call logging and track incidents while documenting solutions in the knowledge database
• Attend product training and maintain expert knowledge of products, ensuring timely incident handling according to SLAs

Required qualifications:

• Bachelor's Degree in Computer Science, Information Systems, or equivalent experience
• Three years of experience in a technical customer support role, including one year in Healthcare IT
• Technical knowledge of IT-Infrastructure Solutions and familiarity with networking and operating systems
• Experience with HL7 or DICOM preferred, along with knowledge of programming languages and data manipulation languages
• Ability to travel as needed and exposure to information systems in a hospital environment is an asset