Experienced Customer Support Analyst - IT Support for Medical Imaging Software - 3rd Shift

At arenaflex, we're dedicated to delivering exceptional customer support for our medical imaging software, InteleShare. 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 and efficiently at all times. If you're passionate about providing top-notch customer service, troubleshooting 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 mission is to empower healthcare professionals with innovative technology that improves patient care and outcomes. As a remote Customer Support Analyst, you'll be part of a talented team that's committed to delivering exceptional support and service to our customers.

Job Summary

We're seeking an experienced Customer Support Analyst to join our Night Shift Support team, working 12:00am - 8:00am ET Thursday to Monday. As a key technical resource for InteleShare customers, you'll be responsible for real-time troubleshooting, resolving cases, and providing excellent service to our customers. This is a remote position within the USA, requiring substantial phone work and direct interaction with customers to problem-solve technical issues.

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 InteleShare support operations
• All work is done remotely through secure connections and via phone and remote desktop-sharing

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

Skills and Competencies

* Strong technical skills in Windows administration, software applications, and related technologies

• Excellent communication and problem-solving skills
• Ability to work independently and as part of a remote team
• Strong analytical and troubleshooting skills
• Ability to prioritize tasks and manage multiple cases simultaneously
• Strong attention to detail and organizational skills

Career Growth Opportunities and Learning Benefits

As a Customer Support Analyst at arenaflex, you'll have opportunities to:

• Develop your technical skills and expertise in medical imaging software and related technologies
• Collaborate with a talented team of support professionals to share knowledge and best practices
• Participate in ad hoc projects to improve support operations and contribute to the growth and development of InteleShare
• Receive ongoing training and support to ensure you have the skills and knowledge needed to succeed in your role
• Enjoy a dynamic and supportive work environment that values employee growth and development

Work Environment and Company Culture

As a remote Customer Support Analyst, you'll work in a dynamic and supportive environment that values employee growth and development. You'll have the flexibility to work from home and enjoy a range of benefits, including:

• Flexible work schedule (12:00am - 8:00am ET Thursday to Monday)
• Remote work environment with secure connections and phone and remote desktop-sharing capabilities
• Collaborative and supportive team environment
• Ongoing training and support to ensure you have the skills and knowledge needed to succeed in your role
• Opportunities for career growth and development

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, including:

• Competitive salary and benefits package
• Ongoing training and support to ensure you have the skills and knowledge needed to succeed in your role
• Flexible work schedule and remote work environment
• Opportunities for career growth and development
• Collaborative and supportive team environment

How to Apply

If you're passionate about providing exceptional customer support and working in a dynamic remote environment, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. 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 and is 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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