Experienced Customer Support Analyst – IT Support for Medical Imaging Software (3rd Shift, Remote)

Introduction to arenaflex

arenaflex is a leading provider of innovative medical imaging software solutions, dedicated to enhancing patient care and outcomes. Our team of experts is passionate about delivering exceptional support to our customers, ranging from major hospital networks to small radiology facilities. We are now seeking an experienced Customer Support Analyst to join our Night Shift Support team, playing a vital role in ensuring our software is properly configured and working effectively and efficiently at all times.

Job Overview

As a Customer Support Analyst at arenaflex, you will be the primary technical resource for our customers, providing real-time troubleshooting and resolving cases submitted in a timely manner. This is a remote position within the USA, involving substantial phone work and partnering directly with customers to problem-solve technical issues covering nights and weekends. If you have a passion for delivering excellent customer service and have experience in Windows administration and technical customer support, we encourage you to apply for this exciting opportunity.

Key Responsibilities

• Respond to client problems via phone and portal, and actively monitor client sites to ensure timely resolution of technical issues
• Log and document all incidents within a ticketing system and problems within ServiceNow, maintaining accurate records and tracking progress
• 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, ensuring seamless collaboration and effective problem-solving
• Manage and exceed customers' expectations by providing excellent service, ensuring all service level agreements (SLAs) are met and delivered according to Support specifications
• Participate in sharing knowledge and publishing Knowledge Base articles, contributing to the growth and development of our support operations
• Install and configure medical imaging software to assist in customer deployments, ensuring smooth and efficient implementation
• Participate in, and potentially lead, ad hoc projects to help improve support operations, driving innovation and process improvements

Essential Qualifications

• Excellent customer service skills, with the ability to communicate effectively with customers and internal stakeholders
• 1-2 years of work experience in Windows administration and technical customer support, with a strong understanding of Microsoft Windows operating systems for Servers and Workstations
• Excellent communication skills in English (verbal and written), with the ability to articulate complex technical concepts clearly and concisely
• Excellent problem-solving and analytical ability, with a strong attention to detail and ability to work under pressure in a client-facing environment

Preferred Qualifications

• Experience running queries in SQL, with a strong understanding of database management and querying principles
• Knowledge of Linux, with experience working in a Linux environment and troubleshooting Linux-related issues
• Excellent knowledge of Mac OS, with experience supporting Mac-based systems and troubleshooting Mac-related issues
• Experience with SaaS/cloud environments, with a strong understanding of cloud-based technologies and their applications
• Experience in a medical and/or research environment, with knowledge of DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging, PACS, or RIS

Career Growth and Development

At arenaflex, we are committed to the growth and development of our employees, providing opportunities for career advancement and professional development. As a Customer Support Analyst, you will have access to training and development programs, enabling you to enhance your skills and knowledge and take your career to the next level.

Work Environment and Company Culture

arenaflex is dedicated to creating a positive and inclusive work environment, where employees feel valued, respected, and supported. Our company culture is built on a foundation of teamwork, collaboration, and open communication, with a strong focus on delivering exceptional customer service and driving innovation. As a remote employee, you will be part of a dynamic and distributed team, working together to achieve common goals and objectives.

Compensation and Benefits

arenaflex offers a competitive compensation package, including a salary range that reflects your experience and qualifications. In addition to your salary, you will be eligible for a range of benefits, including health insurance, retirement savings, and paid time off. We also offer a range of perks and incentives, including opportunities for professional development, flexible working arrangements, and access to the latest technologies and tools.

Conclusion

If you are a motivated and experienced customer support professional, with a passion for delivering exceptional service and a strong technical background, we encourage you to apply for this exciting opportunity at arenaflex. As a Customer Support Analyst, you will play a vital role in ensuring our medical imaging software is properly configured and working effectively and efficiently at all times, providing critical support to our customers and driving business success. Apply now to join our team and take your career to the next level!