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. If you're passionate about delivering exceptional customer experiences, troubleshooting complex technical issues, and working collaboratively with cross-functional teams, we invite you to join our dynamic team.

Job Summary:

We're seeking an experienced Customer Support Analyst to join our 3rd shift team, providing top-notch technical support for our InteleShare application. As a remote position within the USA, you'll work closely with customers to resolve technical issues, configure software, and ensure our software is working effectively and efficiently at all times. If you're a problem-solver with excellent communication skills, a strong technical background, and a passion for delivering exceptional customer experiences, we encourage you to apply.

Key Responsibilities:

* Respond to client problems (phone/portal) and actively monitor client sites to ensure timely resolution of technical issues

• Log and document all incidents within a ticketing system and problems within ServiceNow to maintain accurate records and facilitate knowledge sharing
• 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, ensuring seamless escalation and resolution
• Manage and exceed customers' expectations by providing excellent service, proactive communication, and timely resolution of technical issues
• Ensure that all service level agreements (SLAs) are met and delivered according to Support specifications, maintaining high levels of customer satisfaction
• Participate in sharing knowledge and publishing Knowledge Base articles to enhance the overall support experience and facilitate knowledge sharing among team members
• Install and configure InteleShare software to assist in customer deployments, ensuring smooth onboarding and successful adoption
• Participate in, and potentially lead, ad hoc projects to help improve InteleShare support operations, driving process improvements and innovation
• All work is done remotely through secure connections and via phone and remote desktop-sharing, requiring strong technical skills and adaptability

Working Hours and Schedule:

* The working hours for this role are 12:00am - 8:00am ET, Thursday to Monday, providing a unique opportunity to work in a dynamic and fast-paced environment

• Other duties as needed, requiring flexibility and adaptability to meet the evolving needs of our customers and business

Employment Requirements:

* Excellent customer service skills, with a strong focus on delivering exceptional experiences and building long-term relationships with customers

• 1-2 years of work experience in Windows administration and technical customer support, with a strong technical background and problem-solving skills
• Excellent knowledge of Microsoft Windows operating systems for Servers and Workstations, with experience in troubleshooting and resolving technical issues
• Excellent communication skills in English (verbal and written), with the ability to articulate complex technical information in a clear and concise manner
• Excellent problem-solving and analytical ability, with a strong attention to detail and ability to work under pressure in a client-facing environment
• Ability to work independently and collaboratively as part of a remote team, with strong technical skills and adaptability

Bonus Skills:

* Experience running queries in SQL, with a strong understanding of database management and query optimization

• Knowledge of Linux, with experience in troubleshooting and resolving technical issues in a Linux environment
• Excellent knowledge of Mac OS, with experience in troubleshooting and resolving technical issues in a Mac environment
• Experience with SaaS/cloud environments, with a strong understanding of cloud-based technologies and infrastructure
• 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 and Learning Benefits:

* arenaflex is committed to the growth and development of our employees, providing opportunities for professional growth, training, and education

• Collaborate with cross-functional teams to drive process improvements and innovation, enhancing your skills and expertise in a dynamic and fast-paced environment
• Participate in knowledge-sharing initiatives, publishing articles and best practices to enhance the overall support experience and facilitate knowledge sharing among team members
• Enjoy a comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) plan and paid time off

Work Environment and Company Culture:

* arenaflex is a remote-friendly company, providing a flexible and adaptable work environment that supports work-life balance and employee well-being

• Collaborate with a dynamic and diverse team of professionals, sharing knowledge, expertise, and best practices to drive innovation and excellence
• Enjoy a comprehensive onboarding program, providing training and support to ensure a smooth transition into your new role
• Participate in company-sponsored events and activities, fostering a sense of community and connection among team members

Compensation, Perks, and Benefits:

* Competitive salary and benefits package, including medical, dental, and vision coverage, as well as a 401(k) plan and paid time off

• Comprehensive onboarding program, providing training and support to ensure a smooth transition into your new role
• Flexible and remote-friendly work environment, supporting work-life balance and employee well-being
• Opportunities for professional growth, training, and education, enhancing your skills and expertise in a dynamic and fast-paced environment
• Collaborative and dynamic team environment, fostering a sense of community and connection among team members

Conclusion:

If you're a motivated and experienced Customer Support Analyst with a passion for delivering exceptional customer experiences, troubleshooting complex technical issues, and working collaboratively with cross-functional teams, we encourage you to apply. Join our dynamic team at arenaflex and contribute to the growth and success of our medical imaging software solutions. Apply now and take the first step towards a rewarding and challenging career with arenaflex. Apply for this job