Experienced Full Stack Customer Support Analyst - IT Support for arenaflex

Job Summary:

We're on a mission to revolutionize the way arenaflex delivers exceptional customer support, and we need a skilled and dedicated Customer Support Analyst - IT Support to join our team. As a key member of our Night Shift Support team, you will 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 top-notch customer service, troubleshooting complex technical issues, and working in a fast-paced remote environment, we encourage you to apply for this exciting opportunity.

About arenaflex:

arenaflex is a leading provider of innovative medical imaging solutions that empower healthcare organizations to streamline complex processes, maximize efficiencies, and improve patient outcomes. With a strong presence in the healthcare industry, arenaflex is committed to delivering exceptional customer support that meets the evolving needs of our clients. Our mission is to shine a light on the unknown, and we're looking for talented individuals like you to join our team and help us achieve this goal.

Job Description:

As a Customer Support Analyst - IT Support, you will be responsible for providing exceptional technical support to our clients, ranging from major hospital networks to small radiology facilities. You will be the primary technical resource for our InteleShare application, and your expertise will be essential in ensuring our software is properly configured and working effectively and efficiently at all times. Your role will involve:

• Responding to client problems (phone/portal) and actively monitoring client sites
• Logging and documenting all incidents within a ticketing system and problems within ServiceNow
• Analyzing, diagnosing root causes, known errors, and resolving challenging issues relating to software applications, Windows OS, SQL Server databases, and other related technologies
• Referencing incidents to other parties when an incident is beyond your current skill-set
• Managing and exceeding customers' expectations by providing excellent service
• Ensuring that all service level agreements (SLAs) are met and delivered according to Support specifications
• Participating in sharing knowledge and publishing Knowledge Base articles
• Installing and configuring InteleShare software to assist in customer deployments
• Participating in, and potentially leading, ad hoc projects to help improve IntelShare support operations
• All work will be done remotely through secure connections and via phone and remote desktop-sharing

Working Hours and Environment:

The working hours for this role are 12:00am - 8:00am ET, Thursday to Monday. You will be working in a remote environment, and all work will be done through secure connections and via phone and remote desktop-sharing.

Qualifications:

To be successful in this role, you will need:

• 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 and analytical ability
• Displays high attention to problem description, detail, and impact
• Ability to work under pressure - client-facing

Bonus Skills:

While not required, the following skills are highly desirable:

• 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 believe in investing in our employees' growth and development. As a Customer Support Analyst - IT Support, you will have opportunities to:

• Develop your technical skills and expertise in software applications, Windows OS, SQL Server databases, and other related technologies
• Participate in training programs and workshops to enhance your knowledge and skills
• Collaborate with cross-functional teams to improve support operations and customer experience
• Take on new challenges and responsibilities as you grow in your role

Work Environment and Company Culture:

arenaflex is committed to creating a positive and inclusive work environment that supports the well-being and success of our employees. Our company culture is built on the following values:

• Customer-centricity: We put our customers at the forefront of everything we do.
• Innovation: We strive to innovate and improve our products and services to meet the evolving needs of our clients.
• Collaboration: We believe in working together as a team to achieve our goals and deliver exceptional customer support.
• Continuous learning: We invest in our employees' growth and development to ensure they have the skills and knowledge needed to succeed in their roles.

Compensation, Perks, and Benefits:

arenaflex offers a competitive salary and benefits package, including:

• Competitive salary
• Comprehensive health insurance
• 401(k) matching program
• Paid time off and holidays
• Professional development opportunities
• Flexible work arrangements

How to Apply:

If you're passionate about delivering exceptional customer support and working in a fast-paced remote environment, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!

Equal Employment Opportunity:

arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, and we strive to provide equal opportunities for employment and advancement to all qualified individuals. Apply for this job