Customer Support Analyst In this role, you will provide customer care to VISICU's customers throughout the United States. As a Customer Support Analyst, you will: Build strong relationships with customers by engaging in on-going and proactive e-mail and phone support. Analyze, evaluate and work to resolve customer inquiries and issues. Assist with Tier 2 and Tier 3 resolutions. Facilitate communication of issues and resolution to customers and appropriate internal staff. Manage customer configuration and other customer information necessary to provide timely support. Perform remote software upgrades at the customer's site. Open and close trouble tickets accurately in a timely and thorough manner. Identify and develop knowledge base articles derived from troubleshooting efforts. Identify potential product problem areas and provide documented detail of the issue. Assist in identifying technical problems by researching tools and solutions to better troubleshoot technical problems. Participate in off-hours/weekend customer support rotation as needed. Provide customer with courteous, responsive and professional image of VISICU. Requirements : The successful candidate will have a degree in a technical field or equivalent experience and have a clear understanding of the value of providing the customer with quality service. In addition, he/she will: Be able to demonstrate strong written documentation skills. Be self-motivated and have an energetic disposition. Have good organization skills for a high-paced environment. Be proficient with Microsoft Office (Word, Excel, Outlook, etc.) Having a familiarization with Help Desk systems and ticketing systems would be helpful but is not required To apply, please send your resume and cover letter to hr@visicu.com. Contact Info: HR Department VISICU, Inc. 217 East Redwood St Suite 1900 Baltimore, Maryland 21202 410-276-1960 HR@visicu.com