Client Support Analyst L2 - Medical Imaging Software Support

Summary

Join our team at Intelerad as a Customer Support Analyst L2 and play a key role in ensuring our software is properly configured and working effectively for customers worldwide.

Requirements

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

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