Experienced Customer Support Analyst – IT Support for Medical Imaging Software – 3rd Shift

At arenaflex, we're dedicated to revolutionizing the medical imaging software industry with our cutting-edge solutions. As a leading provider of innovative healthcare technology, we're seeking an experienced Customer Support Analyst to join our Night Shift Support team. This is a unique opportunity to work with a talented team of professionals who share your passion for delivering exceptional customer experiences. As a Customer Support Analyst, you'll play a vital role in ensuring the smooth operation of our InteleShare application, which is used by major hospital networks and small radiology facilities across the country. Your primary responsibility will be to provide real-time technical support to our customers, resolving complex issues and exceeding their expectations. If you're a motivated and customer-focused individual with a passion for IT support, we encourage you to apply for this exciting opportunity.

Job Summary:

We're looking for a highly skilled 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, resolving complex issues, and ensuring the smooth operation of our InteleShare application. You'll work closely with our customers, using your technical expertise and excellent communication skills to resolve problems and exceed their expectations.

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 InteleShare support operations
• All work is done remotely through secure connections and via phone and remote desktop-sharing

Working Hours:

The working hours for this role are 12:00am - 8:00am ET, Thursday to Monday. This is a 3rd shift position, and you'll be working independently, using your technical expertise to resolve complex issues and provide exceptional customer support.

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 and benefits package

• Opportunity to work with a leading provider of innovative healthcare technology
• Collaborative and dynamic work environment
• Professional development and growth opportunities
• Flexible work arrangements, including remote work options
• 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).

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.

How to Apply:

If you're a motivated and customer-focused individual with a passion for IT support, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume, cover letter, and any relevant certifications or experience. Apply Job! Apply for this job