Experienced Full Stack Customer Support Analyst – Medical Imaging Software IT Support (arenaflex) – 3rd Shift

Are you a customer-centric, tech-savvy individual with a passion for delivering exceptional support experiences? Do you thrive in fast-paced environments where no two problems are ever the same? If so, we invite you to join arenaflex's dynamic Night Shift Support team as a Customer Support Analyst, specializing in medical imaging software IT support. As a key member of our remote team, you will be the primary technical resource for arenaflex's InteleShare application, serving a diverse range of customers from major hospital networks to small radiology facilities. Your expertise will be instrumental in ensuring our software is properly configured and running smoothly at all times, providing top-notch support to our clients across nights and weekends.

About arenaflex

arenaflex is a leading provider of innovative medical imaging software solutions, dedicated to empowering healthcare professionals with cutting-edge technology. Our commitment to excellence is reflected in our cutting-edge products, exceptional customer support, and a culture that values collaboration, innovation, and continuous learning.

Job Summary

As a Customer Support Analyst, you will be responsible for delivering exceptional technical support to arenaflex's InteleShare customers, resolving complex issues, and ensuring seamless software operations. Your expertise will be essential in maintaining high customer satisfaction levels, meeting service level agreements (SLAs), and contributing to the growth and improvement of arenaflex's support operations.

Key Responsibilities

* Respond to client problems (phone/portal) and actively monitor client sites to ensure prompt issue resolution

• Log and document all incidents within a ticketing system and problems within ServiceNow for efficient tracking and analysis
• Analyze, diagnose root causes, known errors, and resolve challenging issues related 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 knowledge transfer and issue resolution
• Manage and exceed customers' expectations by providing exceptional service, ensuring timely issue resolution, and maintaining open communication channels
• Ensure that all service level agreements (SLAs) are met and delivered according to Support specifications, maintaining high customer satisfaction levels
• Participate in sharing knowledge and publishing Knowledge Base articles to enhance team knowledge and support efficiency
• Install and configure InteleShare software to assist in customer deployments, ensuring smooth onboarding and minimizing downtime
• Participate in, and potentially lead, ad hoc projects to help improve arenaflex support operations, driving continuous improvement and innovation

Essential Qualifications

* Excellent customer service skills, with a proven track record of delivering exceptional support experiences

• 1-2 years of work experience in Windows administration and technical customer support, with a strong understanding of software applications and technical issues
• Excellent knowledge of Microsoft Windows operating systems for Servers and Workstations, with the ability to troubleshoot and resolve complex issues
• Excellent communication skills in English (verbal and written), with the ability to articulate technical information to non-technical stakeholders
• Excellent problem-solving and analytical ability, with a strong attention to detail and impact
• Ability to work under pressure, with a high level of professionalism and composure in client-facing situations

Preferred Qualifications

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

• Knowledge of Linux, with the ability to troubleshoot and resolve complex issues
• Excellent knowledge of Mac OS, with the ability to troubleshoot and resolve complex issues
• Experience with SaaS/cloud environments, with a strong understanding of cloud-based software applications and infrastructure
• Experience in a medical and/or research environment, with knowledge of DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging, PACS, or RIS

Work Environment and Culture

As a remote member of our Night Shift Support team, you will work from the comfort of your own home, with the flexibility to manage your work schedule and balance your personal life. arenaflex is committed to creating a culture that values collaboration, innovation, and continuous learning, with opportunities for professional growth and development.

Compensation and Benefits

arenaflex offers a competitive compensation package, including a salary, benefits, and perks that reflect our commitment to supporting the well-being of our employees. We are an equal opportunities employer, committed to providing a work environment that is inclusive, respectful, and free from discrimination.

How to Apply

If you are a motivated, customer-focused individual with a passion for delivering exceptional support experiences, we invite you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our online application portal. All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of their application.

Confidentiality and Equal Employment Opportunity

arenaflex is committed to maintaining the confidentiality of all applicant information, in accordance with EEO guidelines. We are an equal opportunities employer, committed to providing a work environment that is inclusive, respectful, and free from discrimination. arenaflex is dedicated to the principles of equal employment, complying with all federal, state, and local laws providing equal employment opportunities and all other employment laws and regulations.

Americans with Disabilities Act (ADA)

arenaflex is committed to ensuring equal employment opportunity for qualified individuals with disabilities. We use the Americans with Disabilities Act (ADA) as a standard for global recruiting and hiring purposes, prohibiting discrimination against qualified individuals with disabilities.

Remote Work Opportunity

This is a remote position within the USA, with the flexibility to work from the comfort of your own home. arenaflex is committed to providing a work environment that is inclusive, respectful, and free from discrimination, with opportunities for professional growth and development.

Apply Now

Don't miss this exciting opportunity to join arenaflex's dynamic Night Shift Support team as a Customer Support Analyst. Apply now through our online application portal, and take the first step towards a rewarding career in medical imaging software IT support. Apply for this job