Experienced Customer Support Analyst – IT Support for Medical Imaging Software – 3rd Shift
At arenaflex, we're dedicated to delivering exceptional customer experiences through our cutting-edge medical imaging 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 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 team is committed to delivering exceptional customer experiences, and we're seeking a talented Customer Support Analyst to join our Night Shift Support team. As a remote position within the USA, you'll have the flexibility to work from anywhere, while partnering directly with customers to problem-solve technical issues covering nights & weekends.
Key Responsibilities
As a Customer Support Analyst, you'll be responsible for:
- Responding to client problems (phone/portal) and actively monitoring client sites
- Logging and documenting all incidents within a ticketing system and problems within ServiceNow
- Analyzing, diagnosing root causes, known errors, and resolving challenging issues relating to software applications, Windows OS, SQL Server databases, and other related technologies
- Referencing incidents to other parties when an incident is beyond your current skill-set
- Managing and exceeding customers' expectations by providing excellent service
- Ensuring that all service level agreements (SLAs) are met and delivered according to Support specifications
- Participating in sharing knowledge and publishing Knowledge Base articles
- Installing and configuring InteleShare software to assist in customer deployments
- Participating in, and potentially leading, 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 part of a dynamic team that's dedicated to providing exceptional customer support during the night shift.
Essential Qualifications
To be successful in this role, you'll need:
- 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
Preferred Qualifications
While not required, the following skills and experience are highly desirable:
- 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
At arenaflex, we're committed to helping our employees grow and develop their skills. As a Customer Support Analyst, you'll have access to:
- Ongoing training and development opportunities
- Collaborative team environment with a focus on knowledge sharing and best practices
- Opportunities for career advancement and professional growth
- Flexible work arrangements and remote work options
Work Environment and Company Culture
arenaflex is a remote-friendly company that values flexibility and work-life balance. Our team is passionate about delivering exceptional customer experiences, and we're committed to creating a positive and inclusive work environment. As a member of our Night Shift Support team, you'll be part of a dynamic and supportive team that's dedicated to making a difference in the medical imaging industry.
Compensation, Perks, and Benefits
arenaflex offers a competitive compensation package, including:
- Competitive salary and benefits
- Flexible work arrangements and remote work options
- Ongoing training and development opportunities
- Collaborative team environment with a focus on knowledge sharing and best practices
- Opportunities for career advancement and professional growth
How to Apply
If you're passionate about providing exceptional customer support and have a knack for problem-solving, we want to hear from you! 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.
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.
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