Experienced Full Stack Customer Support Analyst – IT Support for Medical Imaging Software – 3rd Shift

At arenaflex, we're dedicated to revolutionizing the medical imaging industry with our cutting-edge software solutions. As a key member of our Night Shift Support team, you'll play a vital role in ensuring our InteleShare application is running smoothly and efficiently for our customers, ranging from major hospital networks to small radiology facilities. If you're passionate about delivering exceptional customer service, troubleshooting complex technical issues, and working in a dynamic remote environment, we want to hear from you!

Job Summary:

We're seeking an experienced Full Stack Customer Support Analyst to join our Night Shift Support team. As a primary technical resource for InteleShare customers, you'll be responsible for real-time troubleshooting, resolving cases submitted by our customers, and ensuring our software is properly configured and working effectively. This is a remote position within the USA, involving substantial phone work and direct collaboration 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 InteleShare 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 during non-traditional 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

What We Offer:

* Competitive salary and benefits package

• Opportunity to work with a leading medical imaging software company
• Collaborative and dynamic remote work environment
• Professional development and growth opportunities
• Recognition and rewards for outstanding performance
• Comprehensive training and onboarding program
• Access to cutting-edge technology and tools
• Flexible working hours and remote work arrangements

Equal Employment Opportunity:

arenaflex is an equal employment opportunity employer. We are 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.

Online Assessment:

All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of your application.

How to Apply:

If you're passionate about delivering exceptional customer service and troubleshooting complex technical issues, we want to hear from you! Apply now to join our Night Shift Support team and be a part of our mission to revolutionize the medical imaging industry. Apply Job! Apply for this job