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, the Customer Support Analyst will play a vital role in ensuring our software is properly configured and working effectively and efficiently at all times. If you're passionate about delivering exceptional customer service, troubleshooting complex technical issues, and working in a dynamic remote environment, we'd love to hear from you.

Job Summary:

We're seeking an experienced Customer Support Analyst to join our Night Shift Support team, providing technical support for our InteleShare application. As a primary technical resource for our customers, you'll be responsible for real-time troubleshooting, resolving cases submitted by our customers, and ensuring our software is working effectively and efficiently. This is a remote position within the USA, involving substantial phone work, 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 arenaflex support operations
• All work is done remotely through secure connections and via phone and remote desktop-sharing
• The working hours for this role are 12:00am - 8:00am ET Thursday to Monday
• Other duties as needed

Essential Qualifications:

* 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

Preferred Qualifications:

* 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

What We Offer:

* Competitive salary and benefits package

• Opportunity to work with a leading medical imaging software company
• Collaborative and dynamic remote work environment
• Professional development and growth opportunities
• Recognition and rewards for outstanding performance
• Comprehensive training and onboarding program
• Access to cutting-edge technology and tools
• Flexible working hours and remote work options

Work Environment and Company Culture:

At arenaflex, we're committed to creating a work environment that's inclusive, diverse, and supportive. Our company culture values innovation, collaboration, and customer satisfaction. As a remote employee, you'll have the flexibility to work from anywhere, while still being part of a dynamic and connected team. We prioritize work-life balance, offering flexible working hours and remote work options to ensure you can maintain a healthy and fulfilling lifestyle.

Compensation and Benefits:

We offer a competitive salary and benefits package, including:

• Comprehensive health insurance
• 401(k) retirement plan
• Paid time off and holidays
• Professional development and training opportunities
• Access to cutting-edge technology and tools
• Flexible working hours and remote work options

How to Apply:

If you're passionate about delivering exceptional customer service, troubleshooting complex technical issues, and working in a dynamic remote environment, we'd love to hear from you. Please submit your application, including your resume and a cover letter, through our online application portal. All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of their application.

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. Applicants, employees, and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability, and genetic information (including family medical history).

Confidentiality:

All your information will be kept confidential according to EEO guidelines.

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