Experienced Customer Support Analyst - IT Support for Medical Imaging Software - 3rd Shift Remote Position
At arenaflex, we're committed to delivering exceptional customer experiences through our cutting-edge medical imaging software solutions. As a key member of our Night Shift Support team, the 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 providing top-notch technical support and have a knack for problem-solving, we want to hear from you!
About arenaflex
arenaflex is a leading provider of innovative medical imaging software solutions, serving major hospital networks and small radiology facilities across the globe. Our mission is to empower healthcare professionals with cutting-edge technology, enabling them to deliver exceptional patient care. We're dedicated to fostering a culture of innovation, collaboration, and customer-centricity.
Job Summary
We're seeking an experienced Customer Support Analyst to join our Night Shift Support team, working remotely from the comfort of your own home. As a Customer Support Analyst, you'll be the primary technical resource for our InteleShare customers, providing real-time troubleshooting and resolving cases submitted by our customers in a timely manner. This is a unique opportunity to join a dynamic team, working with cutting-edge medical imaging software and collaborating with customers to deliver exceptional support experiences.
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 IntelShare support operations
- All work is done remotely through secure connections and via phone and remote desktop-sharing
Working Hours and Schedule
The working hours for this role are 12:00am - 8:00am ET, Thursday to Monday. This is a 3rd shift remote position, allowing you to work from the comfort of your own home.
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
What We Offer
* Competitive salary and benefits package
- Opportunity to work with cutting-edge medical imaging software solutions
- Collaborative and dynamic work environment
- Professional development and growth opportunities
- Flexible remote work arrangement
- Comprehensive training and onboarding program
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).
Confidentiality
All your information will be kept confidential according to EEO guidelines.
Online Assessment
All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of your application.
How to Apply
If you're passionate about delivering exceptional customer experiences and have a knack for problem-solving, we want to hear from you! Apply now by clicking the link below: Apply Job! Apply for this job