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

At arenaflex, we're dedicated to revolutionizing the medical imaging software industry with cutting-edge technology and exceptional customer support. As a key member of our Night Shift Support team, the Experienced Full Stack Customer Support Analyst 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 staying up-to-date with the latest industry trends, we want to hear from you!

Job Summary:

We're seeking a highly skilled and motivated Customer Support Analyst to join our remote team. As a full-time, exempt position, you'll be the primary technical resource for arenaflex customers, ranging from major hospital networks to small radiology facilities. Your primary responsibilities will include real-time troubleshooting of our medical imaging software, resolving cases submitted by our customers in a timely manner, and 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 to ensure seamless support

• Log and document all incidents within a ticketing system and problems within ServiceNow to maintain accurate records
• 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 to ensure efficient resolution
• Manage and exceed customers' expectations by providing excellent service and ensuring timely resolution of issues
• Ensure that all service level agreements (SLAs) are met and delivered according to Support specifications to maintain high customer satisfaction
• Participate in sharing knowledge and publishing Knowledge Base articles to enhance the support experience for our customers
• Install and configure arenaflex software to assist in customer deployments and ensure a smooth onboarding process
• Participate in, and potentially lead, ad hoc projects to help improve arenaflex support operations and drive continuous improvement
• All work is done remotely through secure connections and via phone and remote desktop-sharing to ensure flexibility and convenience

Working Hours:

The working hours for this role are 12:00am - 8:00am ET, Thursday to Monday, allowing you to enjoy a great work-life balance and flexibility.

Employment Requirements:

* Excellent customer service skills to deliver top-notch support to our customers

• 1-2 years of work experience in Windows administration and technical customer support to ensure a strong foundation in troubleshooting and problem-solving
• Excellent knowledge of Microsoft Windows operating systems for Servers and Workstations to ensure seamless support
• Excellent communication skills in English (verbal and written) to effectively communicate with customers and colleagues
• Excellent problem-solving & analytical ability to diagnose and resolve complex technical issues
• Displays high attention to problem description, detail, and impact to ensure accurate and efficient resolution
• Ability to work under pressure - client-facing to handle high-volume support requests and tight deadlines

Bonus Skills:

* Experience running queries in SQL to enhance your troubleshooting and problem-solving skills

• Knowledge of Linux to expand your technical expertise and support capabilities
• Excellent knowledge of Mac OS to support a diverse range of customers and environments
• Experience with SaaS / cloud environments to stay up-to-date with the latest industry trends and technologies
• Experience in a medical and/or research environment - DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging - PACS or RIS to bring valuable expertise and knowledge to our team

Why Join arenaflex?

* Competitive compensation and benefits package to ensure your financial well-being

• Opportunities for career growth and professional development to enhance your skills and expertise
• Collaborative and dynamic work environment to foster innovation and creativity
• Flexible remote work arrangements to balance work and personal life
• Commitment to diversity, equity, and inclusion to ensure a welcoming and inclusive workplace

Equal Employment Opportunity:

arenaflex is an equal employment opportunity employer committed to diversity, equity, and inclusion. We prohibit discrimination against qualified individuals with disabilities and ensure equal employment opportunity for all applicants and employees.

Application Process:

All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of their application. We're excited to hear from you and look forward to reviewing your application!

Apply Now:

Ready to join our team and make a difference in the medical imaging software industry? Apply now and take the first step towards an exciting career opportunity with arenaflex! Apply Job! Apply for this job