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About nexawork – Pioneering Clarity in Healthcare Imaging
nexawork is on a mission to illuminate the diagnostic journey for patients and clinicians alike. By delivering cutting‑edge medical imaging software that streamlines the flow of visual data, nexawork helps healthcare providers turn complex scans into clear, actionable insights. Our solutions empower physicians to accelerate diagnoses, improve outcomes, and bring patients out of uncertainty faster than ever before. With headquarters in Raleigh, NC and Montreal, and a global footprint that spans four countries, nexawork supports nearly 2,000 healthcare organizations worldwide. Recognized for industry‑leading performance and innovation, we are proud to be a trusted partner for hospitals, radiology groups, and research institutions seeking speed, scalability, and simplicity in their imaging workflows.
Why This Role Matters
As a Night Shift Customer Support Analyst, you will be the frontline technical champion for nexawork’s flagship imaging platform. Working remotely across the United States, you will ensure that our customers—ranging from large hospital networks to boutique radiology clinics—receive uninterrupted, high‑quality service during the critical overnight hours. Your expertise will directly influence the reliability of life‑saving imaging data, making you an essential contributor to nexawork’s core promise: delivering answers when they matter most.
Key Responsibilities
- Real‑time Issue Resolution: Respond promptly to inbound calls, portal tickets, and remote‑desktop sessions, diagnosing and resolving software, Windows OS, and database issues for nexawork’s imaging platform.
- Incident Management: Log every interaction in ServiceNow (or the designated ticketing system), ensuring accurate documentation, status updates, and adherence to defined service level agreements (SLAs).
- Technical Troubleshooting: Analyze root causes, apply known error workarounds, and execute fixes for complex problems involving Windows Server/Workstation environments, SQL Server databases, and related technologies.
- Escalation & Collaboration: Recognize when an incident exceeds your skill set and efficiently hand it off to senior engineers or specialized teams while maintaining clear communication with the customer.
- Customer Advocacy: Deliver exceptional service that exceeds expectations, building trust and long‑term relationships with healthcare providers.
- Knowledge Sharing: Contribute to nexawork’s internal Knowledge Base by authoring clear, concise articles that empower both peers and customers.
- Software Deployment Support: Install, configure, and validate nexawork’s imaging software during customer roll‑outs, ensuring optimal performance and compliance with best practices.
- Process Improvement Projects: Participate in, and occasionally lead, ad‑hoc initiatives aimed at enhancing support workflows, automation, and overall service quality.
- Secure Remote Operations: Perform all duties through encrypted connections, adhering to strict security protocols to protect patient data and proprietary information.
- Shift Coverage: Maintain consistent availability during the 12:00 am – 8:00 am ET schedule, Thursday through Monday, including weekends and holidays as required.
Essential Qualifications
- 1–2 years of hands‑on experience in Windows administration and technical customer support, preferably in a SaaS or enterprise‑software environment.
- Strong working knowledge of Microsoft Windows operating systems for both servers and workstations.
- Excellent verbal and written communication skills in English, with the ability to convey technical concepts to non‑technical audiences.
- Demonstrated problem‑solving and analytical abilities, with meticulous attention to detail and the capacity to document issues precisely.
- Proven ability to thrive under pressure while maintaining a customer‑centric mindset.
- Commitment to delivering service that meets or exceeds defined SLAs.
Preferred (Bonus) Skills & Experience
- Proficiency in writing and executing SQL queries to troubleshoot database‑related incidents.
- Familiarity with Linux operating systems and basic command‑line navigation.
- Experience with macOS environments, especially in mixed‑OS support scenarios.
- Exposure to cloud‑based SaaS platforms, including deployment, monitoring, and support.
- Background in medical or research settings, with knowledge of DICOM, HL7, HIPAA, PACS, RIS, or broader Healthcare IT (HIT) standards.
Core Skills & Competencies
- Technical Acumen: Ability to quickly learn and master nexawork’s imaging software suite, as well as related infrastructure components.
- Customer Service Excellence: Empathy, patience, and a proactive approach to problem resolution.
- Communication: Clear, concise, and professional interaction with customers, teammates, and cross‑functional partners.
- Time Management: Prioritization of multiple tickets while adhering to strict response and resolution timelines.
- Team Collaboration: Willingness to share knowledge, mentor junior staff, and contribute to a supportive, high‑performing team culture.
- Security Awareness: Understanding of data privacy regulations (HIPAA, GDPR) and commitment to secure handling of patient information.
Career Growth & Learning Opportunities
nexawork invests heavily in the professional development of its support engineers. In this role, you will have access to:
- Structured mentorship programs pairing you with senior technical leads.
- Continuous learning pathways, including certifications in Windows Server, SQL Server, and cloud platforms (AWS, Azure).
- Opportunities to transition into specialized roles such as Application Engineer, Solutions Architect, or Product Support Manager.
- Cross‑departmental projects that broaden exposure to product development, quality assurance, and clinical informatics.
- Regular internal webinars and external conference attendance to stay current with emerging healthcare imaging technologies.
Work Environment & Culture at nexawork
Our remote‑first philosophy empowers you to work from anywhere within the United States while staying connected to a vibrant, inclusive community. nexawork’s culture is built on:
- Innovation: A relentless focus on improving patient outcomes through technology.
- Collaboration: Open communication channels, virtual “coffee chats,” and team‑wide knowledge‑sharing sessions.
- Diversity & Inclusion: A commitment to equal opportunity, celebrating varied perspectives, and fostering an environment where every voice is heard.
- Work‑Life Balance: Structured shift schedules, generous paid time off, and resources to support mental and physical well‑being.
- Recognition: Regular acknowledgment of individual and team achievements through awards, spot bonuses, and career‑advancement pathways.
Compensation, Perks & Benefits (General Overview)
nexawork offers a competitive total rewards package designed to attract and retain top talent. While exact figures vary by location and experience, you can expect:
- Market‑aligned base salary with annual performance‑based raises.
- Eligibility for quarterly bonuses tied to individual and company performance.
- Comprehensive health, dental, and vision insurance plans.
- Retirement savings options with company matching contributions.
- Generous paid time off, including holidays, sick days, and personal days.
- Professional development stipend for certifications, courses, and conferences.
- Remote‑work allowance covering home office setup, high‑speed internet, and ergonomic equipment.
- Employee assistance programs, wellness initiatives, and mental‑health resources.
Commitment to Equal Opportunity
nexawork is an equal‑opportunity employer. We celebrate diversity and are dedicated to creating an inclusive environment for all employees, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status. Our hiring practices, promotions, compensation, and benefits are all administered without bias.
Ready to Join nexawork?
If you thrive in fast‑paced, technically challenging environments and are passionate about supporting healthcare providers who rely on precise imaging data, we want to hear from you. Apply today to become a vital part of nexawork’s night‑shift support team and help illuminate the path to better patient outcomes.
How to Apply
Submit your resume and a brief cover letter outlining your relevant experience. All qualified candidates will be asked to complete a 30‑minute online assessment as part of the application process.
Apply Now – Join nexawork’s Night Shift Support Team!
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