Experienced Customer Support Analyst – IT Support for Medical Imaging Software – 3rd Shift
At arenaflex, we're dedicated to revolutionizing the medical imaging software industry with our cutting-edge InteleShare application. 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. We're seeking an experienced Customer Support Analyst to join our team, providing top-notch technical support to our customers, ranging from major hospital networks to small radiology facilities.
About arenaflex
arenaflex is a leading provider of medical imaging software solutions, committed to delivering innovative and reliable technology to the healthcare industry. Our InteleShare application is designed to streamline medical imaging workflows, improving patient care and outcomes. As a remote employee, you'll be part of a dynamic team that values collaboration, innovation, and customer satisfaction.
Job Summary
As a Customer Support Analyst, you'll be the primary technical resource for InteleShare customers, providing real-time troubleshooting and resolving cases submitted by our customers in a timely manner. You'll work closely with customers to problem-solve technical issues, ensuring that all service level agreements (SLAs) are met and delivered according to Support specifications. This is a remote position within the USA, involving substantial phone work and partnering directly with customers to resolve 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 InteleShare 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. You'll be working a 3rd shift schedule, providing support to our customers during these 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 the growth and development of our employees. As a Customer Support Analyst, you'll have opportunities to:
- Develop your technical skills and knowledge in medical imaging software and related technologies
- Collaborate with cross-functional teams to improve support operations and customer satisfaction
- Participate in training and development programs to enhance your skills and career prospects
- Work on ad hoc projects to improve InteleShare support operations and customer experience
Work Environment and Company Culture
As a remote employee, you'll be part of a dynamic team that values collaboration, innovation, and customer satisfaction. Our company culture is built on:
- Open communication and transparency
- Collaboration and teamwork
- Innovation and continuous learning
- Customer-centric approach
- Respect and inclusivity
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, including:
- Competitive salary
- Comprehensive benefits package
- Paid time off and holidays
- Professional development opportunities
- Flexible work arrangements
How to Apply
If you're a motivated and customer-focused individual with a passion for medical imaging software, 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.
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.
Online Assessment
All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of their application.
Contact Us
If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We look forward to hearing from you! Apply Job! Apply for this job