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

At arenaflex, we believe that the path to answers in healthcare should be clear, whether you are waiting for a diagnosis or trying to expedite one. Our medical imaging solutions streamline the flow of information, simplifying complex processes, maximizing efficiencies, and shining a light on the unknown. We empower physicians to get patients the answers they need faster and improve outcomes for everyone. With more accessible imaging, we are getting patients out of the dark. Headquartered in Raleigh, NC and Montreal, arenaflex has nearly 800 employees located in offices across four countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. arenaflex's modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software... (Non-US) report.

Job Description

We are seeking an experienced Customer Support Analyst to join our Night Shift Support team at arenaflex. As a key member of our team, you will be the primary technical resource for our InteleShare application, supporting customers ranging from major hospital networks to small radiology facilities. Your primary responsibility will be to ensure our software is properly configured and working effectively and efficiently at all times. You will be responsible for real-time troubleshooting of InteleShare software and be expected to resolve cases submitted by our customers in a timely manner. This is a remote position within the USA and involves substantial phone work, partnering directly with customers to problem-solve technical issues covering nights & weekends.

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' expectation 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 the 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

Qualifications:

* 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 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

Why Join arenaflex?

* arenaflex is a global leader in medical imaging solutions, empowering healthcare organizations to improve patient outcomes

• Our modern enterprise solutions have been recognized by a Best in KLAS award, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software... (Non-US) report
• We offer a dynamic and supportive work environment, with opportunities for career growth and professional development
• Our team is passionate about making a difference in healthcare, and we're committed to providing exceptional customer service and support

What We Offer:

* Competitive salary and benefits package

• Opportunity to work with a global leader in medical imaging solutions
• Collaborative and dynamic work environment
• Professional development and career growth opportunities
• Flexible work arrangements, including remote work options
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Access to cutting-edge technology and tools

How to Apply:

If you're a motivated and customer-focused individual with a passion for medical imaging solutions, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter, along with any relevant certifications or experience, to our online application portal.

Equal Employment Opportunity:

arenaflex is an equal employment opportunity employer, committed to providing equal employment opportunities to all qualified individuals, regardless of race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability, and genetic information. We are dedicated to creating a diverse and inclusive work environment, and we welcome applications from qualified individuals from all backgrounds.

Confidentiality:

All applicant information will be kept confidential, in accordance with EEO guidelines.

Online Assessment:

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

Remote Work:

This is a remote position, and all work will be done 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.

Other Duties:

Other duties may be assigned as needed.

Apply Now:

If you're ready to join a dynamic and supportive team, and make a difference in healthcare, apply now for this exciting opportunity. Apply for this job