Experienced Full Stack Customer Support Analyst – IT Support for arenaflex

At arenaflex, we're on a mission to revolutionize the way healthcare organizations access and utilize medical imaging solutions. As a leading provider of innovative medical imaging technologies, we're committed to empowering physicians to get patients the answers they need faster and improve outcomes for everyone. With a strong presence in four countries and a team of nearly 800 employees, arenaflex has established itself as a trusted partner for healthcare organizations worldwide. We're now seeking an experienced Full Stack Customer Support Analyst to join our Night Shift Support team. As a key member of our 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, have a strong technical background, and are looking for a challenging and rewarding role, we encourage you to apply.

About arenaflex

arenaflex is a global leader in medical imaging solutions, with a strong presence in four countries and a team of nearly 800 employees. Our innovative solutions have been recognized by the industry, with a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software... (Non-US) report. We're committed to empowering healthcare organizations to improve patient outcomes and streamline complex processes.

Job Description

As a Full Stack Customer Support Analyst, you'll be responsible for providing exceptional technical support to our customers, ranging from major hospital networks to small radiology facilities. You'll be the primary technical resource for our InteleShare application, ensuring that our software is properly configured and working effectively and efficiently at all times. Your key responsibilities will include:

• 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 will be done remotely through secure connections and via phone and remote desktop-sharing

Working Hours and Environment

The working hours for this role are 12:00am - 8:00am ET, Thursday to Monday. You'll be working remotely, with the flexibility to manage your work environment. You'll have access to all the necessary tools and resources to perform your job duties effectively.

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

Bonus Skills

While not required, the following skills will be beneficial:

• 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. You'll have access to:

• Ongoing training and development opportunities
• Mentorship programs to help you achieve your career goals
• Opportunities to work on challenging projects and take on new responsibilities
• A collaborative and supportive work environment

Work Environment and Company Culture

arenaflex is a dynamic and innovative company that values its employees. We offer a collaborative and supportive work environment, with a strong focus on teamwork and open communication. Our company culture is built on the principles of respect, empathy, and inclusivity.

Compensation, Perks, and Benefits

We offer a competitive salary and benefits package, including:

• A competitive salary based on your skills and experience
• Comprehensive health insurance
• Retirement savings plan
• Paid time off and holidays
• Opportunities for professional development and growth

How to Apply

If you're passionate about delivering exceptional customer service and have a strong technical background, we encourage you to apply. Please submit your resume and a cover letter outlining your experience and qualifications. We look forward to hearing from you!

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.

Online Assessment

All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of your application.

Let's Build the Future Together!

If this role sounds like a perfect fit, don't hesitate. Apply today and let's build the future together! Apply for this job