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, you'll 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 service, troubleshooting complex technical issues, and working in a dynamic remote environment, we want to hear from you.
About arenaflex
arenaflex is a leading provider of medical imaging software solutions, serving major hospital networks and small radiology facilities across the globe. Our team is committed to delivering innovative, user-friendly solutions that empower healthcare professionals to provide exceptional patient care. As a Customer Support Analyst, you'll be part of a collaborative and supportive team that's passionate about making a difference in the lives of our customers.
Job Summary
We're seeking an experienced Customer Support Analyst to join our Night Shift Support team, providing technical support for our InteleShare application. As a key resource for our customers, you'll be responsible for troubleshooting complex technical issues, resolving cases in a timely manner, and ensuring our software is properly configured and working effectively. This is a remote position within the USA, requiring substantial phone work and direct interaction with customers to problem-solve technical issues covering nights and weekends.
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
- You'll be working in a dynamic, fast-paced environment, requiring flexibility and adaptability to meet the needs of our customers
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
Career Growth Opportunities and Learning Benefits
* arenaflex is committed to the growth and development of our employees, offering opportunities for professional growth and learning
- You'll have access to ongoing training and development programs, ensuring you stay up-to-date with the latest technologies and industry trends
- Collaborate with a talented team of professionals who are passionate about delivering exceptional customer service and support
Work Environment and Company Culture
* arenaflex is a remote-friendly company, offering a flexible and dynamic work environment
- Our team is passionate about delivering exceptional customer service and support, and we're committed to creating a positive and inclusive work environment
- You'll have the opportunity to work with a diverse range of customers, from major hospital networks to small radiology facilities
Compensation, Perks, and Benefits
* arenaflex offers a competitive salary and benefits package, including medical, dental, and vision insurance
- You'll have access to a comprehensive 401(k) plan, ensuring your financial future is secure
- arenaflex is committed to providing a positive and inclusive work environment, offering a range of perks and benefits to support your well-being and happiness
How to Apply
If you're passionate about delivering exceptional customer service, troubleshooting complex technical issues, and working in a dynamic remote environment, we want to hear from you. Please submit your application, including your resume and a cover letter outlining your experience and qualifications. All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of their application.
Equal Employment Opportunity
arenaflex is an equal employment 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).
Confidentiality
All your information will be kept confidential according to EEO guidelines.
Remote Job
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