Support Specialist

About ImageTrend

ImageTrend, LLC is committed to integrating vital healthcare and emergency response data. Offering tailored software, analytics, and services for EMS, hospitals, community paramedicine, critical care, fire, and preparedness sectors, we enable comprehensive, patient-focused public safety and healthcare solutions. Headquartered in Eagan, Minn., we combine business insights with innovative design and scalable data-driven architectures for present and future challenges.

Joining ImageTrend means becoming part of a skilled community driven to make impactful contributions collectively.

Position Overview

We are seeking an energetic Application Support Specialist who consistently delivers results and exceptional client service. This fast-moving role demands managing multiple tasks while providing troubleshooting assistance on ImageTrend’s products, aiming to empower the communities we serve by applying fundamental product expertise and ensuring customer satisfaction.

Key Responsibilities

• Gain comprehensive knowledge of ImageTrend's products and services to effectively assist clients and resolve technical inquiries via calls, emails, or chat.
• Address client problems promptly or document issues for escalation and resolution within agreed service levels.
• Maintain proactive communications with customers and internally, ensuring documentation in CRM and ticketing systems meets company standards.
• Work collaboratively across support and other departments to escalate and resolve client concerns.
• Consistently foster positive, professional interactions to enhance customer experiences with ImageTrend.
• Help identify and recreate unreported software and hardware issues from user feedback.
• Contribute to special assignments and projects as needed.
• Develop a solid understanding of the underlying business processes associated with ImageTrend’s solutions.
• Travel occasionally for orientation, industry events, and onsite meetings as required.

Qualifications

• A degree or comparable combination of education and relevant professional experience.
• Demonstrated customer service experience supporting software or technology, preferably within Public Safety or Healthcare sectors.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities with analytical and creative approaches.
• Effective time management, adaptability to shifting priorities, and success in a dynamic environment.
• Self-motivated with the capacity to work independently within a collaborative team setting.
• Technical proficiency with new systems and familiarity with Microsoft Office or similar tools.
• Strict confidentiality when managing proprietary information.
• Eagerness to learn and grow skills continuously.
• Strong ethics, honesty, teamwork, and integrity.
• Willingness to travel up to 10% annually.

Additional Details

This position is fully remote across the United States, abiding by ImageTrend’s Remote Work Policy. Applications accepted starting at least three days post posting.

Compensation: The annual salary ranges from 50,000 to 60,000 USD, complemented by bonus opportunities, benefits, and other incentives. Individual remuneration reflects skills, education, and qualifications.

Benefits and Perks

• Comprehensive healthcare and employer-sponsored insurance plans with optional voluntary coverage.
• Generous paid leave including flexible PTO, sick days, holidays, parental leave, and volunteer time.
• Retirement savings with 401(k) plans including employer matching.
• Work-life flexibility with options for remote, hybrid, onsite work, and flexible scheduling.
• Growth opportunities with internal career development, tuition reimbursement, and professional training.
• Long-term incentives through a community gains program.
• Additional programs like referral bonuses and employee assistance services.

Equal Opportunity and Compliance

ImageTrend is an equal opportunity employer dedicated to fostering an inclusive workplace free from harassment and discrimination. We value diverse perspectives that fuel innovation and business success and provide accommodations for applicants with disabilities. Compliance with the Electronic Employment Verification Program (E-Verify) is also maintained.