What are the responsibilities and job description for the Customer Support Analyst AMBRA (Windows Admin and Networking) -Job bank position at Intelerad?
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.
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.
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