Experienced 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, the Customer Support Analyst will play a vital role in ensuring the seamless operation of our InteleShare application, which empowers major hospital networks and small radiology facilities to deliver exceptional patient care. As a remote position within the USA, this role requires a unique blend of technical expertise, excellent communication skills, and a passion for delivering exceptional customer service. If you're a motivated and detail-oriented individual with a knack for problem-solving, we encourage you to apply for this exciting opportunity.

Job Summary:

As a Customer Support Analyst, you will be the primary technical resource for InteleShare customers, providing real-time troubleshooting and resolving cases submitted by our customers in a timely manner. You will work closely with customers to problem-solve technical issues, ensuring that all service level agreements (SLAs) are met and delivered according to Support specifications.

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 outside of traditional business 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:

• Participate in training programs and workshops to enhance your technical skills
• Collaborate with cross-functional teams to improve InteleShare support operations
• Contribute to the development of Knowledge Base articles and documentation
• Take on leadership roles in ad hoc projects to drive process improvements

Work Environment and Company Culture:

As a remote employee, you'll have the flexibility to work from anywhere, while still being part of a dynamic and collaborative team. arenaflex values diversity, equity, and inclusion, and is committed to creating a workplace culture that's welcoming and inclusive for all employees.

Compensation, Perks, and Benefits:

arenaflex offers a competitive compensation package, including:

• Salary: $65,000 - $80,000 per year, depending on experience
• Benefits: Medical, dental, and vision insurance, 401(k) matching, and paid time off
• Perks: Flexible work arrangements, professional development opportunities, and a fun and dynamic work environment

How to Apply:

If you're a motivated and detail-oriented individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications.

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).

Online Assessment:

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

Confidentiality:

All your information will be kept confidential according to EEO guidelines.

Remote Job:

This is a remote position within the USA, requiring a secure connection and phone and remote desktop-sharing capabilities.

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