Support Specialist

ImageTrend • Eagan, MN

1d • Remote

About The Position

ImageTrend is seeking a dynamic application support professional with a get-it-done mentality, a commitment to excellent customer service, and the ability to manage multiple priorities in a fast-paced environment. The Application Support Specialist I provides customer support by troubleshooting questions about the function and use of ImageTrend solutions, demonstrating foundational product knowledge, and helping ensure a positive client experience. The position can be performed 100% virtually from anywhere in the US, subject to ImageTrend’s Remote Work Policy, and may require travel to orientation, industry or company events, and other onsite meetings.

Requirements

• Degree or an equivalent combination of education and relevant work experience.
• Proven customer service experience supporting a software solution or technology product base; experience in Public Safety or Healthcare is preferred.
• Strong interpersonal and written and verbal communication skills.
• Strong troubleshooting, analytical, and creative problem-solving skills.
• Time-management skills and the ability to succeed in a fast-paced environment and adjust to changing priorities.
• Ability to be a self-starter and work independently in a highly collaborative, team-oriented environment.
• Technical aptitude to learn new systems and 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.

Nice To Haves

• Customer service experience supporting software or technology products in the Public Safety or Healthcare industry.

Responsibilities

• Learn ImageTrend products and service offerings to support clients and troubleshoot issues, including answering incoming customer calls, emails, and chat questions.
• Resolve issues immediately when possible; track open issues, follow through, and ensure escalation and resolution within agreed-upon SLAs when more information is needed.
• Proactively communicate updates and follow up with customers or internal teams until issues are resolved; own the communication process and update CRM, ticketing, and other internal systems according to standard procedures.
• Collaborate with Support and cross-functional teams to escalate, follow up on, progress, or resolve client issues.
• Interact with customers professionally and productively to enhance their experience with ImageTrend.
• Assist with testing and reproducing unknown software and hardware problems reported by customers as needed.
• Complete special projects and tasks as assigned.
• Develop an understanding of the business processes supported by ImageTrend products.
• Travel to orientation, industry or company events, and other onsite meetings as required.
• Perform additional duties as assigned.

Benefits

• Core healthcare insurance coverages, employer-sponsored group policies, and additional voluntary plans.
• Flexible paid time off, sick days, holidays, parental leave, and volunteering.
• Roth or Traditional 401(k) with employer match.
• Remote, hybrid, and onsite options, plus flexible and alternate scheduling arrangements.
• Internal growth opportunities, tuition reimbursement, professional development, and LinkedIn Learning access.
• Community Gains Incentive Program.
• Referral Bonus Program.
• Employee Assistance Program.
• Bonus.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed