Experienced Full Stack Customer Support Analyst – IT Support for Medical Imaging Software – 3rd Shift

At arenaflex, we're dedicated to delivering cutting-edge medical imaging software solutions that empower healthcare professionals to provide exceptional patient care. 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 exceptional customer experiences, troubleshooting complex technical issues, and working collaboratively with cross-functional teams, we want to hear from you!

Job Summary:

We're seeking an experienced and highly skilled Customer Support Analyst to join our Night Shift Support team. As a remote position within the USA, you'll be responsible for providing top-notch technical support to our customers, ranging from major hospital networks to small radiology facilities, across nights and weekends. You'll be the primary technical resource for our InteleShare application, troubleshooting software issues, and resolving cases in a timely manner. 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 seamless software performance

• 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 to ensure timely resolution
• Manage and exceed customers' expectations by providing excellent service, ensuring that all service level agreements (SLAs) are met and delivered according to Support specifications
• Participate in sharing knowledge and publishing Knowledge Base articles to enhance the overall customer support experience
• Install and configure InteleShare software to assist in customer deployments, ensuring a smooth onboarding process
• Participate in, and potentially lead, ad hoc projects to help improve arenaflex support operations, driving continuous improvement and innovation
• All work is done remotely through secure connections and via phone and remote desktop-sharing, ensuring flexibility and convenience

Working Hours:

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 while enjoying a flexible schedule.

Employment Requirements:

* Excellent customer service skills, with a strong focus on delivering exceptional experiences

• 1-2 years of work experience in Windows administration and technical customer support, with a proven track record of resolving complex technical issues
• Excellent knowledge of Microsoft Windows operating systems for Servers and Workstations, with a strong understanding of troubleshooting and problem-solving techniques
• Excellent communication skills in English (verbal and written), with the ability to articulate complex technical concepts in a clear and concise manner
• Excellent problem-solving & analytical ability, with a strong attention to detail and impact
• Ability to work under pressure, with a client-facing role requiring high levels of professionalism and composure

Bonus Skills:

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

• Knowledge of Linux, with a strong understanding of operating system fundamentals and troubleshooting techniques
• Excellent knowledge of Mac OS, with a strong understanding of operating system fundamentals and troubleshooting techniques
• Experience with SaaS / cloud environments, with a strong understanding of cloud-based infrastructure and security best practices
• Experience in a medical and/or research environment, with a strong understanding of DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging - PACS or RIS

What We Offer:

* A dynamic and supportive work environment, with a focus on collaboration and continuous learning

• Opportunities for career growth and professional development, with a strong emphasis on employee satisfaction and well-being
• A comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) retirement plan
• A competitive salary and bonus structure, with opportunities for performance-based rewards and recognition
• A flexible and remote work arrangement, with the ability to work from anywhere within the USA

Equal Employment Opportunity:

arenaflex is committed to the principles of equal employment opportunity, ensuring that all applicants and employees are treated fairly and without discrimination. We are an equal opportunity employer, 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).

Application Process:

All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of their application. We encourage all qualified candidates to apply, and we look forward to reviewing your application.

Apply Now:

If you're a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. Click the link below to register your interest and submit your application. Apply Job! Apply for this job