Experienced Full Stack 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 fast-paced, dynamic environment, we want to hear from you!

Job Summary:

We're seeking an experienced Customer Support Analyst to join our 3rd shift team, providing top-notch technical support for our InteleShare application. As a full-time, exempt position, you'll be the primary technical resource for our customers, ranging from major hospital networks to small radiology facilities. You'll be responsible for real-time troubleshooting, resolving cases submitted by our customers in a timely manner, and ensuring our software is working effectively and efficiently at all times.

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 effective issue 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 support experience for our customers
• 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 InteleShare support operations, driving continuous improvement and innovation
• All work is done remotely through secure connections and via phone and remote desktop-sharing, requiring strong communication and technical skills

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, fast-paced environment.

Requirements:

* Excellent customer service skills, with a passion for delivering exceptional support experiences

• 1-2 years of work experience in Windows administration and technical customer support, with a strong understanding of technical concepts and troubleshooting techniques
• Excellent knowledge of Microsoft Windows operating systems for Servers and Workstations, with the ability to troubleshoot and resolve complex issues
• Excellent communication skills in English (verbal and written), with the ability to articulate technical concepts to non-technical stakeholders
• Excellent problem-solving & analytical ability, with a strong attention to detail and ability to work under pressure in a client-facing environment
• Ability to work independently, with minimal supervision, and as part of a team to achieve shared goals

Bonus Skills:

* Experience running queries in SQL, with a strong understanding of database concepts and troubleshooting techniques

• Knowledge of Linux, with the ability to troubleshoot and resolve complex issues
• Excellent knowledge of Mac OS, with the ability to troubleshoot and resolve complex issues
• Experience with SaaS/cloud environments, with a strong understanding of cloud-based technologies and troubleshooting techniques
• Experience in a medical and/or research environment, with knowledge of DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging, PACS, or RIS

What We Offer:

* A competitive salary and benefits package, including medical, dental, and vision coverage

• A comprehensive 401(k) plan, with company match
• A generous PTO policy, with paid holidays and vacation time
• Opportunities for professional growth and development, with training and education programs
• A dynamic, fast-paced work environment, with a team of passionate and dedicated professionals
• The chance to work on cutting-edge software solutions, with a focus on innovation and continuous improvement

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 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, ensuring that your personal and professional information is protected.

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 hearing from you! Apply Job! Apply for this job