Support Specialist

🔥 37 minutes ago

❄️ Minnesota – Remote

❄️ Minnesota – Remote

💵 $50k - $60k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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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 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

🏖️ Benefits

• 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