Experienced Full Stack Customer Support Analyst – Medical Imaging Software IT Support (arenaflex) – 3rd Shift

At arenaflex, we're revolutionizing the way medical imaging software is developed and supported. Our cutting-edge technology is used by major hospital networks and small radiology facilities worldwide, and we're looking for a talented Customer Support Analyst to join our Night Shift Support team. As a key member of our team, you'll play a vital role in ensuring our software is properly configured and working effectively and efficiently at all times.

About arenaflex

arenaflex is a leading provider of medical imaging software solutions, dedicated to delivering innovative and reliable technology to the healthcare industry. Our team is passionate about providing exceptional customer support, and we're committed to helping our customers achieve their goals. As a remote employee, you'll have the flexibility to work from anywhere in the USA, while still being part of a dynamic and supportive team.

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 key member of our team, you'll be responsible for real-time troubleshooting, resolving cases submitted by our customers, and ensuring our software is working effectively and efficiently at all times. This is a remote position, 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

Working Hours

The working hours for this role are 12:00am - 8:00am ET, Thursday to Monday. This is a 3rd shift position, requiring flexibility and adaptability to work outside of traditional business 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

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their skills. As a Customer Support Analyst, you'll have opportunities to:

• Participate in training and development programs to enhance your technical skills
• Collaborate with other teams to improve our software and services
• Contribute to knowledge-sharing initiatives to help improve our support operations
• Take on new challenges and responsibilities as you grow in your role

Work Environment and Company Culture

As a remote employee, you'll have the flexibility to work from anywhere in the USA, while still being part of a dynamic and supportive team. Our company culture is built on:

• Collaboration and teamwork
• Innovation and creativity
• Customer-centricity and excellence
• Continuous learning and growth
• Diversity, equity, and inclusion

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including:

• Medical, dental, and vision insurance
• 401(k) retirement plan
• Paid time off and holidays
• Flexible work arrangements
• Professional development opportunities
• Access to cutting-edge technology and tools

Equal Employment Opportunity

arenaflex is an equal employment opportunity employer, committed to providing a workplace that is free from discrimination and harassment. We're dedicated to ensuring equal employment opportunities for all applicants and employees, regardless of their race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability, or genetic information.

Application Process

If you're a motivated and customer-focused individual with a passion for technical support, we encourage you to apply for this exciting opportunity. 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.

Apply Now

Don't miss this opportunity to join our dynamic team and contribute to the success of arenaflex. Apply now and take the first step towards a rewarding career in medical imaging software IT support. Apply Job! Apply for this job