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 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 and efficiently at all times. If you're passionate about delivering exceptional customer service, troubleshooting complex technical issues, and working in a fast-paced environment, we want to hear from you.

About arenaflex

arenaflex is a leading provider of medical imaging software solutions, serving major hospital networks and small radiology facilities across the globe. Our mission is to empower healthcare professionals with innovative technology that enhances patient care and streamlines clinical workflows. As a member of our team, you'll be part of a dynamic and collaborative environment that values innovation, customer satisfaction, and employee growth.

Job Summary

We're seeking an experienced Customer Support Analyst to join our Night Shift Support team, providing technical expertise and support to our customers across the USA. As a remote position, you'll work closely with customers to troubleshoot technical issues, resolve cases, and ensure our software is working effectively and efficiently. If you're a skilled problem-solver with excellent communication skills and a passion for delivering exceptional customer service, we encourage you to apply.

Key Responsibilities

* Respond to client problems (phone/portal) and actively monitor client sites to ensure timely resolution of technical issues

• Log and document all incidents within a ticketing system and problems within ServiceNow to maintain accurate records and facilitate knowledge sharing
• 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 seamless support
• 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 customers and colleagues alike
• Install and configure InteleShare software to assist in customer deployments and ensure a smooth onboarding process
• Participate in, and potentially lead, ad hoc projects to help improve InteleShare support operations and drive continuous improvement

Essential Qualifications

* 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

* 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

Skills and Competencies

* Strong technical skills in Windows administration, software applications, and database management

• Excellent communication and interpersonal skills, with the ability to work effectively with customers and colleagues
• Strong problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues
• Ability to work in a fast-paced environment, with multiple priorities and deadlines
• Strong attention to detail and organizational skills, with the ability to maintain accurate records and documentation

Career Growth Opportunities and Learning Benefits

* Opportunities for professional growth and development, with training and mentorship programs to enhance your skills and knowledge

• Collaborative and dynamic work environment, with a focus on innovation and continuous improvement
• Flexible work arrangements, with the ability to work remotely and maintain a healthy work-life balance
• Competitive compensation and benefits package, with opportunities for bonuses and recognition

Work Environment and Company Culture

* arenaflex is committed to creating a diverse and inclusive work environment, with a focus on employee satisfaction and well-being

• Our company culture values innovation, customer satisfaction, and employee growth, with a focus on collaboration and teamwork
• We offer a range of benefits and perks, including flexible work arrangements, professional development opportunities, and a competitive compensation package

Compensation, Perks, and Benefits

* Competitive salary and bonus structure

• Comprehensive benefits package, including medical, dental, and vision insurance
• Flexible work arrangements, with the ability to work remotely and maintain a healthy work-life balance
• Opportunities for professional growth and development, with training and mentorship programs to enhance your skills and knowledge
• Collaborative and dynamic work environment, with a focus on innovation and continuous improvement

How to Apply

If you're a motivated and experienced Customer Support Analyst looking for a new challenge, we encourage you to apply. Please submit your resume and cover letter, along with any relevant certifications or references. We're an equal opportunities employer, committed to diversity and inclusion in the workplace. All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of their application.

Confidentiality and Equal Employment Opportunity

arenaflex is committed to maintaining the confidentiality of all applicant information, in accordance with EEO guidelines. We are an equal opportunities employer, committed to providing equal employment opportunities to all applicants, without regard to 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). Apply for this job