Support Specialist

Job Duties

About Us:

ImageTrend, Inc. is dedicated to connecting life's most important data in the healthcare and emergency response community. We deliver software solutions, data analytics and services for EMS, hospitals, community paramedicine (CP), critical care, fire, and preparedness to enable fully integrated patient-centric healthcare and public safety. Our commitment to innovation, its clients, and providing world-class implementation and support is unsurpassed. Based in Eagan, Minn., ImageTrend combines business analysis, creative design and data driven architecture to offer scalable solutions and strategies for today and the future.

Employment at ImageTrend is not just about doing a job; it's about being a part of a community. We are top-notch talent, passionate about making a difference through the work we do together!

Description:

We are currently looking for a dynamic application support professional to join our team who has a get-it-done mentality and is committed to excellent customer service, thrives in a fast-paced environment and enjoys handling multiple priorities simultaneously. The Application Support Specialist I position plays a key role in providing support to customers where you'll troubleshoot and tackle questions on the function and usage of ImageTrend solutions and help empower the communities we serve by demonstrating foundational product knowledge and ensuring a positive client experience.

What You'll Do:

Acquire in-depth knowledge of ImageTrend products and service offerings to support our clients and troubleshoot their issues, including answering incoming calls, emails or chat questions from customers

Resolve issues immediately, or if more information is needed, track and follow through on open issues to ensure escalation and eventual resolution within agreed upon SLA's

Proactively communicate updates and follow up with the customer or internally as needed until the issues is resolved, including owning the communication process and ensuring the CRM, ticketing, or other internal systems are updated according to standard procedures

Collaborate with others in Support and other cross-functional teams as needed to escalate, follow up, progress, or solve client issues

Consistently interact with customers in a professional, productive manner that enhances customers' experience with ImageTrend

Assist with testing and duplicating unknown software and hardware problems reported from the customer-base as needed

Complete special projects and tasks as assigned

Develop an understanding of the business processes ImageTrend products support

Travel to orientation, industry or company events, and other onsite meetings as required

Additional duties as assigned

Requirements:

Degree or the equivalent combination of education and relevant work experience

Proven customer service experience supporting a software solution or technology product base, preferably in the Public Safety or Healthcare industry

Strong interpersonal and communication skills, both written and verbal

Strong trouble shooting, analytical and creative problem-solving skills

Time management skills, the ability to succeed in a fast-paced environment and can adjust to changing priorities

Ability to be a self-starter and work independently within a highly collaborative and team-oriented environment

Technical aptitude to learn new systems and knowledge of MS Office Suite or other similar tools

Ability to maintain discretion when handling proprietary and confidential information

Enthusiasm for learning and expanding knowledge or skills

Strong work ethic, integrity, honesty, collaboration and team orientation

Ability to travel up to 10% annually

This role can be performed 100% virtually anywhere in the US while following our Remote Work Policy. Deadline to apply is at least 3 days after the posting date listed.

Position Salary Range: The annual base salary range for this full-time role is $50,000 - $60,000 USD + bonus + benefits + perks + community gains. Within the range, individual pay is determined by job-related skills, education or training and other relevant qualifications.

Benefits, Time Off & Perks at ImageTrend

Insurance: Core healthcare coverages, plus employer sponsored group policies & additional voluntary plans

Paid Time Off: Flexible PTO, Sick Days, Holidays, Parental Leave & Volunteering

Retirement: Roth or Traditional 401(k) & Employer Match

Flexibility: Remote, Hybrid & Onsite options, Flex & Alternate Scheduling Arrangements

Career Advancement: Internal growth, Tuition Reimbursement, Professional Development & LinkedIn Learning access

Long-term: Community Gains Incentive Program

Other perks: Referral Bonus Program, Employee Assistance Program

ImageTrend is an equal opportunity employer and is committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.

If you are unable to submit your application because of incompatible assistive technology or a disability, please contact us at View phone number on click.appcast.io, and ImageTrend will reasonably accommodate qualified individuals with disabilities to the extent required by applicable law.

ImageTrend participates in the Electronic Employment Verification Program (E-Verify) to validate employee Form I-9 documentation. Please visit everify.gov to learn more.

Minimum Education Required

High School Diploma or Equivalent

Minimum Experience Required

None

Shift

First (Day)

Number of Openings

1

Public Transportation Accessible

Yes

Veterans Encouraged to Apply

No

Physical Required

Yes

Drug Test Required

Yes

Compensation

$50,000.00 - $60,000.00 / Annually

Postal Code

55121

Place of Work

On-site

Requisition ID

cVRzwnxVDnkPYQbmqyykih

Job Benefits

Not specified