Customer Support Analyst AMBRA (Windows Admin and Networking)

Company Description

Improving healthcare through innovative technology is at the core of Intelerad’s 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. We’re 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. 

We pride ourselves in identifying talented, driven professionals who are ready to hit the ground running with creative problem-solving skills and an innovative mindset. Our culture demands Grit, Humility, Integrity, Results Orientation, a Winning Attitude, and a strong Drive to Excellence.

Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 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. Intelerad’s 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.

Job Description

Purpose

The Customer Support Analyst L2 at Ambra Health is a full-time, exempt position. You will be the primary technical resource for Ambra’s customers, which range from major hospital networks to small radiology facilities. As a member of the 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 Ambra’s 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) 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 Ambra’s support operations.
• Work is performed remotely through secure connections, phone, and remote desktop sharing.
• Act a major incident manager during system outages to support Level 1 and perform root cause analysis (RCA’s) for all Major Incidents
• Be available for urgent escalations reported by the support team that can occur after your regular work schedule: On Call Rotation Availability (24/7)
• Rotation 1 week every 4 - 6 weeks

Qualifications

Employment Prerequisites

• 3-5  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 is an asset
• Excellent communication skills in English (verbal and written)
• Experience running queries in SQL - an asset
• Knowledge of Linux - an asset (not a prerequisite)
• Experience with SaaS or other technical software a plus
• Experience in a medical and/or research environment - an asset
• 3-5 years of experience in client facing roles focused on Technical Support in Medical Software Field

Desired Competencies

• Excellent customer service skills
• Excellent problem solving & analytical ability
• Displays high attention to the problem