Support Specialist

Talentify; Eagan (MN); Remote; USD 50,000 - 60,000; Full time

Benefits offered by this job

Insurance and Benefits

Paid Time Off

401(k) with employer match

Remote/Hybrid/Onsite options

Tuition Reimbursement

Professional development & LinkedIn/LT

Referral Bonus

Employee assistance program

Job summary

ImageTrend, LLC, based in Eagan, Minnesota, seeks an Application Support Specialist I to join our team. You will troubleshoot customer questions about ImageTrend solutions, provide superior service, and ensure timely resolution within SLA standards.

You'll acquire product knowledge, communicate updates, and collaborate with cross-functional teams. This role offers remote work options across the US and opportunities for growth through training and development.

Qualifications

• Experience supporting a software or technology product
• Public Safety or Healthcare industry preferred
• Strong written and verbal communication
• Travel up to 10% annually

Responsibilities

• Acquire in-depth knowledge of ImageTrend products and services to support clients
• Resolve issues promptly or escalate and document progress
• Proactively communicate updates and log CRM/ticketing systems
• Collaborate with Support and cross-functional teams to escalate or resolve issues
• Interact professionally to enhance customer experience
• Assist with testing and duplicating issues reported by customers
• Complete special projects and tasks as assigned
• Travel to orientation, industry events or company meetings as required

Skills

Customer service

Communication

Troubleshooting

Time management

Self-motivated

Teamwork

Education

Degree or equivalent

Tools

MS Office Suite

Job description

Job Description

About Us

ImageTrend,LLC. 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 952-469-1589, 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.