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About careerforge – Pioneering the Future of Medical Imaging
careerforge is a global leader in advanced medical imaging solutions, empowering hospitals, radiology clinics, and research institutions with cutting‑edge software that streamlines diagnostics, improves patient outcomes, and accelerates clinical workflows. Our portfolio of cloud‑enabled, secure, and highly scalable applications is trusted by major health systems and independent imaging centers alike. As a remote‑first organization, careerforge embraces flexibility, diversity, and continuous learning, fostering an environment where every employee can thrive while making a tangible impact on the health of communities worldwide.
Role Overview
We are seeking a dedicated Remote Night‑Shift Customer Support Analyst to join our 3rd‑shift support team. In this full‑time, exempt position, you will serve as the primary technical resource for careerforge’s medical imaging software, assisting a diverse client base that ranges from large hospital networks to boutique radiology practices. Your mission is to ensure that our software is correctly configured, fully operational, and delivering maximum value to customers around the clock, including nights and weekends.
Key Responsibilities
- Real‑time Troubleshooting: Respond promptly to client inquiries via phone, portal, or remote desktop, diagnosing and resolving complex technical issues related to the careerforge application, Windows operating systems, SQL Server databases, and associated technologies.
- Incident Management: Log every interaction in our ticketing platform (ServiceNow), documenting detailed steps, root‑cause analysis, and resolution outcomes to maintain a comprehensive knowledge base.
- Service Level Commitment: Meet or exceed all Service Level Agreements (SLAs) by delivering timely, accurate, and courteous support that aligns with careerforge’s high‑service standards.
- Technical Deployment: Install, configure, and validate careerforge software during customer deployments, ensuring seamless integration with existing infrastructure.
- Collaboration & Escalation: When an incident exceeds your current skill set, efficiently route it to the appropriate internal team while maintaining clear communication with the customer.
- Knowledge Sharing: Contribute to internal and external knowledge bases by authoring clear, concise articles that empower both customers and fellow support engineers.
- Process Improvement: Participate in, and occasionally lead, ad‑hoc projects aimed at enhancing support workflows, automation, and overall customer experience.
- Remote Operations: Perform all duties through secure VPN connections, remote desktop tools, and phone communication, adhering to strict data‑privacy and security protocols.
- Shift Coverage: Provide dedicated support during the 12:00 am – 8:00 am ET window, Thursday through Monday, including holidays and weekend coverage as required.
- Additional Duties: Undertake any other tasks that support the success of careerforge’s customers and the broader support organization.
Essential Qualifications
- Minimum 1–2 years of hands‑on experience in Windows administration and technical customer support.
- Strong knowledge of Microsoft Windows operating systems for both servers and workstations.
- Exceptional 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 a keen eye for detail and impact.
- Proven track record of delivering high‑quality customer service under pressure in a client‑facing role.
- Ability to work independently during overnight hours while maintaining a collaborative spirit with global support teams.
Preferred (Bonus) Skills & Experience
- Experience writing and executing SQL queries to troubleshoot database‑related issues.
- Familiarity with Linux operating systems and basic command‑line navigation.
- Knowledge of macOS environments and troubleshooting techniques.
- Exposure to SaaS or cloud‑based platforms, including deployment, monitoring, and support.
- Background in medical or research settings, specifically with DICOM, HL7, HIPAA, Healthcare IT (HIT), PACS, or RIS technologies.
Core Skills & Competencies
- Technical Acumen: Ability to quickly grasp the architecture of careerforge’s imaging software and related infrastructure components.
- Customer‑Centric Mindset: Commitment to exceeding client expectations and delivering a positive, solution‑focused experience.
- Communication Excellence: Clear, empathetic, and concise communication, both written and verbal.
- Time Management: Prioritization of tasks to meet SLA deadlines while handling multiple concurrent tickets.
- Team Collaboration: Willingness to share knowledge, mentor peers, and contribute to a culture of continuous improvement.
- Adaptability: Comfort with evolving technologies, shifting priorities, and dynamic work environments.
Career Growth & Learning Opportunities
careerforge invests heavily in the professional development of its support engineers. As a Night‑Shift Customer Support Analyst, you will have access to:
- Structured onboarding and mentorship programs that accelerate your mastery of medical imaging software.
- Continuous education resources, including certifications in Windows Server, SQL, and cloud platforms.
- Opportunities to transition into senior support roles, product specialist positions, or cross‑functional teams such as QA, product management, and implementation services.
- Regular participation in internal hackathons, knowledge‑sharing sessions, and industry webinars that keep you at the forefront of healthcare technology trends.
Work Environment & Culture at careerforge
Our remote‑first philosophy means you can work from anywhere within the United States, provided you have a reliable internet connection and a secure workspace. careerforge’s culture is built on:
- Inclusivity: A diverse workforce where every voice is heard and respected.
- Innovation: Encouragement to experiment, propose new ideas, and improve existing processes.
- Work‑Life Balance: Flexible scheduling, generous paid time off, and a supportive leadership team that values personal well‑being.
- Recognition: Regular acknowledgment of outstanding performance through awards, bonuses, and career advancement pathways.
Compensation, Perks, & Benefits
careerforge offers a competitive salary package commensurate with experience, along with a comprehensive benefits suite that typically includes:
- Health, dental, and vision insurance plans with multiple coverage options.
- 401(k) retirement savings plan with company matching contributions.
- Generous paid time off, sick leave, and holidays.
- Remote‑work stipend to support home office setup.
- Professional development budget for certifications, conferences, and training.
- Employee assistance programs, wellness initiatives, and mental‑health resources.
Application Process & Assessment
All applicants meeting the minimum qualifications will be invited to complete a 30‑minute online assessment as part of the hiring workflow. This assessment evaluates technical aptitude, problem‑solving approach, and communication style to ensure a strong fit with careerforge’s support standards.
Equal Employment Opportunity Statement
careerforge is committed to fostering an inclusive workplace that reflects the diversity of the communities we serve. We comply with all applicable federal, state, and local laws governing equal employment opportunity. Discrimination or harassment based on race, color, religion, sex (including pregnancy, gender identity, or sexual orientation), national origin, age (40 or older), disability, genetic information, or any other protected characteristic is strictly prohibited.
We also adhere to the Americans with Disabilities Act (ADA) as a benchmark for global recruiting and hiring, ensuring that qualified individuals with disabilities receive equitable consideration throughout the employment lifecycle.
Ready to Join careerforge?
If you are passionate about delivering world‑class technical support, thrive in a fast‑paced, remote environment, and want to contribute to life‑saving medical imaging technology, we want to hear from you. Apply today and become a vital part of careerforge’s mission to transform healthcare through innovative software solutions.
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