Support Specialist

🔥 0 minutes ago

❄️ Minnesota – Remote

❄️ Minnesota – Remote

💵 $50k - $60k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ImageTrend

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1998

🏥 Healthcare

🏛️ Government

☁️ SaaS

💰 Private equity on 2023-03

Healthcare • Government • SaaS

ImageTrend is a software company that builds an intelligence operating system for emergency response organizations, specializing in solutions for EMS, fire departments, hospitals, government agencies, and researchers. Their platform includes ePCR (electronic patient care reporting), fire incident reporting, scheduling, license management, permits and inspections, pre-incident visual plans, unified analytics, interoperability with hospital EHRs, billing and revenue cycle features, CQI (continuous quality improvement), and AI-powered features such as AI-assisted charting, intelligent image capture, and AI checks for real-time quality assurance. ImageTrend emphasizes compliance with NEMSIS and NERIS standards, operates many state EMS repositories, and provides implementation services, training, and 24/7 US-based support. The company positions itself as a partner to emergency response agencies and healthcare organizations, leveraging the largest EMS dataset in North America to provide analytics, benchmarking, and market intelligence.

📋 Description

• Acquire in-depth knowledge of ImageTrend products and service offerings • Troubleshoot customer issues and answer incoming calls, emails, or chat questions • Resolve issues immediately or track and follow through on open issues through escalation and resolution within agreed-upon SLAs • Proactively communicate updates and follow up with customers and internal teams • Own the communication process and update CRM, ticketing, and other internal systems • Collaborate with Support and cross-functional teams to escalate, follow up, progress, or solve client issues • Interact professionally with customers to enhance their experience • Assist with testing and duplicating unknown software and hardware problems • Complete special projects and assigned tasks • Develop understanding of the business processes supported by ImageTrend products • Travel to orientation, industry or company events, and onsite meetings as required • Perform 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 troubleshooting, analytical and creative problem-solving skills • Time management skills and ability to succeed in a fast-paced environment and 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 • Knowledge of MS Office Suite or 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 • Ability to work 100% virtually anywhere in the US while following the Remote Work Policy

🏖️ Benefits

• Core healthcare coverages, plus employer sponsored group policies & additional voluntary plans • Flexible PTO • Sick Days • Holidays • Parental Leave • Volunteering • Roth or Traditional 401(k) • Employer Match • Remote, Hybrid & Onsite options • Flex & Alternate Scheduling Arrangements • Internal growth • Tuition Reimbursement • Professional Development • LinkedIn Learning access • Community Gains Incentive Program • Referral Bonus Program • Employee Assistance Program • Bonus • Community gains