Experienced Customer Support Analyst – IT Support for Medical Imaging Software – 3rd Shift
At arenaflex, we're dedicated to revolutionizing the medical imaging industry with our cutting-edge software solutions. As a key member of our Night Shift Support team, you'll play a vital role in ensuring our software is properly configured and working effectively at all times. If you're passionate about delivering exceptional customer service, troubleshooting complex technical issues, and working in a dynamic remote environment, we want to hear from you!
About arenaflex
arenaflex is a leading provider of medical imaging software solutions, serving major hospital networks and small radiology facilities across the globe. Our innovative products and services empower healthcare professionals to deliver high-quality patient care, while our dedicated support team ensures seamless integration and optimal performance. As a Customer Support Analyst, you'll be part of a talented team that's passionate about making a difference in the lives of patients and healthcare professionals alike.
Job Summary
We're seeking an experienced Customer Support Analyst to join our Night Shift Support team, providing technical expertise and exceptional customer service to our clients. As a key member of our team, you'll be responsible for real-time troubleshooting, resolving complex technical issues, and ensuring our software is properly configured and working effectively at all times. This is a remote position within the USA, involving substantial phone work and partnering directly with customers to problem-solve technical issues covering nights & weekends.
Key Responsibilities
* Respond to client problems (phone/portal) and actively monitor client sites
- Log and document all incidents within a ticketing system and problems within ServiceNow
- Analyze, diagnose root causes, known errors, and resolve challenging issues relating to software applications, Windows OS, SQL Server databases, and other related technologies
- Refer incidents to other parties when an incident is beyond your current skill-set
- Manage and exceed customers' expectations by providing excellent service
- Ensure that all service level agreements (SLAs) are met and delivered according to Support specifications
- Participate in sharing knowledge and publishing Knowledge Base articles
- Install and configure InteleShare software to assist in customer deployments
- Participate in, and potentially lead, ad hoc projects to help improve IntelShare support operations
- All work is done remotely through secure connections and via phone and remote desktop-sharing
Working Hours and Schedule
The working hours for this role are 12:00am - 8:00am ET, Thursday to Monday. As a member of our Night Shift Support team, you'll be working in a dynamic and fast-paced environment, providing technical expertise and exceptional customer service to our clients during non-traditional hours.
Employment Requirements
* Excellent customer service skills
- 1-2 years of work experience in Windows administration and technical customer support
- Excellent knowledge of Microsoft Windows operating systems for Servers and Workstations
- Excellent communication skills in English (verbal and written)
- Excellent problem-solving & analytical ability
- Displays high attention to problem description, detail, and impact
- Ability to work under pressure - client-facing
Bonus Skills
* Experience running queries in SQL
- Knowledge of Linux
- Excellent knowledge of Mac OS
- Experience with SaaS / cloud environments
- Experience in a medical and/or research environment - DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging - PACS or RIS
Why Join arenaflex?
* Opportunity to work with a leading provider of medical imaging software solutions
- Collaborative and dynamic remote work environment
- Comprehensive training and development programs to enhance your skills and knowledge
- Competitive compensation and benefits package
- Recognition and rewards for outstanding performance and contributions
- Commitment to diversity, equity, and inclusion, with a focus on creating a workplace that's welcoming and inclusive for all employees
Equal Employment Opportunity
arenaflex is an equal employment opportunity employer, committed to complying with all federal, state, and local laws providing equal employment opportunities and all other employment laws and regulations. We're dedicated to ensuring equal employment opportunity for qualified individuals with disabilities, and we prohibit discrimination against qualified individuals with disabilities.
Application Process
All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of their application. If you're passionate about delivering exceptional customer service, troubleshooting complex technical issues, and working in a dynamic remote environment, we encourage you to apply for this exciting opportunity.
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