Experienced Full Stack Customer Support Analyst – IT Support for arenaflex
At arenaflex, we're on a mission to revolutionize the way our customers interact with our cutting-edge software solutions. As a Customer Support Analyst on our Night Shift Support team, you'll play a vital role in ensuring our software is properly configured and working effectively for our customers, ranging from major hospital networks to small radiology facilities. If you're passionate about delivering exceptional customer experiences, troubleshooting complex technical issues, and working collaboratively with our customers, we want to hear from you!
About arenaflex
arenaflex is a leading provider of innovative software solutions that empower healthcare organizations to deliver exceptional patient care. Our team is dedicated to creating a culture of excellence, innovation, and customer satisfaction. We're committed to fostering a work environment that values diversity, inclusion, and employee growth.
Job Summary
We're seeking an experienced Customer Support Analyst to join our Night Shift Support team. As a key member of our team, you'll be responsible for providing exceptional technical support to our customers, troubleshooting complex issues, and collaborating with our customers to resolve problems efficiently. This is a remote position within the USA, requiring substantial phone work and direct interaction with customers.
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
- The working hours for this role are 12:00am - 8:00am ET, Thursday to Monday
- Other duties as needed
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
- Opportunities for career growth and professional development
- Collaborative and dynamic work environment
- Flexible remote work arrangements
- Comprehensive benefits package
- Recognition and rewards for outstanding performance
Equal Employment Opportunity
arenaflex is an equal employment opportunity employer. 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).
Application Process
All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of their application. If you're ready for this challenge, apply now and let's discuss how you can become a vital part of our success story. Apply to this job Apply for this job