Experienced Full Stack Customer Support Analyst – Medical Imaging Software IT Support – 3rd Shift
At arenaflex, we're dedicated to revolutionizing the medical imaging software industry with our cutting-edge solutions. 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 delivering exceptional customer service and troubleshooting complex technical issues, we want to hear from you!
Job Summary:
We're seeking an experienced Customer Support Analyst to join our remote team, supporting our InteleShare application. As a full-time, exempt position, you'll be the primary technical resource for our customers, ranging from major hospital networks to small radiology facilities. You'll be responsible for real-time troubleshooting of InteleShare software, resolving cases submitted by our customers in a timely manner, and ensuring our software is working effectively and efficiently at all times.
Key Responsibilities:
* Respond to client problems (phone/portal) and actively monitor client sites to ensure timely resolution
- Log and document all incidents within a ticketing system and problems within ServiceNow to maintain accurate records
- 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 to ensure seamless support
- Manage and exceed customers' expectations by providing excellent service, ensuring that all service level agreements (SLAs) are met and delivered according to Support specifications
- Participate in sharing knowledge and publishing Knowledge Base articles to enhance the support experience for our customers
- Install and configure InteleShare software to assist in customer deployments, ensuring a smooth onboarding process
- Participate in, and potentially lead, ad hoc projects to help improve arenaflex support operations, driving continuous improvement and innovation
Work Environment:
* All work is done remotely through secure connections and via phone and remote desktop-sharing, allowing for flexibility and work-life balance
- The working hours for this role are 12:00am - 8:00am ET, Thursday to Monday, providing a unique opportunity to work a non-traditional schedule
Essential Qualifications:
* Excellent customer service skills, with a proven track record of delivering exceptional service in a technical support environment
- 1-2 years of work experience in Windows administration and technical customer support, with a strong understanding of Windows operating systems for Servers and Workstations
- Excellent communication skills in English (verbal and written), with the ability to articulate complex technical issues to customers
- Excellent problem-solving & analytical ability, with a keen eye for detail and a focus on resolving issues efficiently
- Ability to work under pressure, with a high level of attention to problem description, detail, and impact
Preferred Qualifications:
* Experience running queries in SQL, with a strong understanding of database management systems
- Knowledge of Linux, with experience in a Linux-based environment
- Excellent Knowledge of Mac OS, with experience in a Mac-based environment
- Experience with SaaS / cloud environments, with a strong understanding of cloud-based technologies
- Experience in a medical and/or research environment, with knowledge of DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging - PACS or RIS
Career Growth Opportunities:
* arenaflex is committed to the growth and development of our employees, with opportunities for career advancement and professional growth
- Our remote work environment allows for flexibility and work-life balance, enabling you to achieve a better balance between your personal and professional life
- We offer a comprehensive benefits package, including health insurance, retirement plans, and paid time off, to support your well-being and financial security
Work Environment and Company Culture:
* arenaflex is a dynamic and innovative company, committed to revolutionizing the medical imaging software industry
- Our company culture is built on a foundation of collaboration, innovation, and customer-centricity, with a focus on delivering exceptional service and support to our customers
- We're a remote-first company, with a flexible work environment that allows for work-life balance and flexibility
Compensation and Benefits:
* Competitive salary and benefits package, including health insurance, retirement plans, and paid time off
- Opportunities for career advancement and professional growth, with a comprehensive training program to support your development
- Flexible work environment, with a focus on work-life balance and flexibility
How to Apply:
If you're passionate about delivering exceptional customer service and troubleshooting complex technical issues, 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 committed to the principles of equal employment, with a focus on diversity, equity, and inclusion. We're an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees, regardless of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability, and genetic information.
Confidentiality:
All your information will be kept confidential according to EEO guidelines, with a focus on maintaining the confidentiality and security of your personal and professional information.
Apply Now:
If you're ready to take your career to the next level and join a dynamic and innovative company, please submit your application today! Apply for this job