Customer Support Specialist

Role Overview:

As a Customer Support Specialist, you will serve as the primary point of contact for customers, handling inbound calls, support tickets, and inquiries. You will be responsible for troubleshooting technical issues related to our medical imaging software and ensure consistently positive customer experience.

This role involves guiding users through our software platforms, resolving technical challenges, and supporting complex workflows. Familiarity with DICOM standards and basic networking concepts is beneficial.

Key Responsibilities:

• Customer Support: Respond promptly and professionally to inbound phone calls and customer inquiries.
• Ticket Management: Triage, document, prioritize, and escalate support tickets using Zendesk, ensuring timely follow-up and resolution.
• Technical Assistance: Troubleshoot user issues related to data transfers, network connectivity, and general product use.
• Product Support: Provide clear guidance on product features, differences, and appropriate usage.
• Documentation: Accurately record support interactions, resolutions, and recurring issues in internal knowledge bases.
• Issue Escalation: Collaborate with engineering and IT teams to resolve complex technical, integration, or infrastructure issues.
• Communication: Maintain clear, professional, and courteous communication to support a high level of customer satisfaction.

Qualifications & Skills:

Required:

•    Previous Experience with Windows, Windows Server, and Office 365 

•    1+ years of working knowledge of common information technologies and systems 

•    Ability to Manage multiple projects simultaneously while maintaining high customer service standards 

•    Proven ability to troubleshoot common IT problems 

•    Excellent verbal and written communication skills, with the ability to interact professionally via phone and email.

•    Strong customer-service orientation, demonstrating empathy, patience, and a commitment to thorough issue resolution.

•    Proven reliability with the ability to manage multiple priorities simultaneously, including calls, tickets, and follow-ups.

•    Basic computer and networking knowledge, such as familiarity with file transfers, system navigation, and connectivity concepts.

Preferred:

• Knowledge of or experience with DICOM, PACS, medical imaging workflows, or related healthcare-IT systems.
• Previous experience in technical support or software support environments.
• Familiarity with ticketing systems and support workflows.
• Ability to learn new software platforms quickly.
• A team-player mindset with the ability to collaborate effectively with engineering and product teams.

What We Offer:

• A collaborative and supportive work environment that values your ideas
• Opportunities for professional development and career advancement
• Competitive benefits, including medical, dental, and vision insurance, 401k matching, remote opportunities, paid time off, and a paid volunteer day of your choice
• The chance to make an impact in the health information field every day

Notes:

• Shift coverage: 12pm – 9pm EST, M-F (overtime may be required during non-business hours)
• Remote work
• Hourly position