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 key member of 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 service, troubleshooting complex technical issues, and working in a dynamic remote environment, we want to hear from you.

Job Summary:

We're seeking an experienced Customer Support Analyst to join our Night Shift Support team, providing top-notch technical support for our InteleShare application. As a remote position within the USA, you'll work closely with customers to resolve technical issues, configure software, and ensure seamless operations. If you're a skilled technical professional 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 timely resolution
• 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, ensuring a smooth onboarding process
• Participate in, and potentially lead, ad hoc projects to help improve arenaflex support operations, driving continuous improvement and innovation

Essential Qualifications:

* 1-2 years of work experience in Windows administration and technical customer support, with a strong understanding of technical concepts and troubleshooting methodologies

• Excellent knowledge of Microsoft Windows operating systems for Servers and Workstations, with experience in troubleshooting and resolving technical issues
• Excellent communication skills in English (verbal and written), with the ability to articulate complex technical information in a clear and concise manner
• Excellent problem-solving and analytical ability, with a strong attention to detail and ability to work under pressure in a client-facing environment
• Ability to work independently, with minimal supervision, and as part of a remote team, with excellent time management and organizational skills

Preferred Qualifications:

* Experience running queries in SQL, with a strong understanding of database concepts and troubleshooting methodologies

• Knowledge of Linux and Mac OS, with experience in troubleshooting and resolving technical issues
• Experience with SaaS/cloud environments, with a strong understanding of cloud-based technologies and security best practices
• Experience in a medical and/or research environment, with knowledge of DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging, PACS, or RIS

Work Environment and Culture:

As a remote employee, you'll work from the comfort of your own home, with access to all the necessary tools and resources to perform your job duties. Our Night Shift Support team is a dynamic and collaborative group, working together to ensure seamless operations and exceptional customer service. We're committed to creating a positive and inclusive work environment, with opportunities for growth and development.

Compensation and Benefits:

We offer a competitive salary and benefits package, including:

• Comprehensive health insurance
• 401(k) matching program
• Paid time off and holidays
• Professional development opportunities
• Flexible work arrangements

How to Apply:

If you're a motivated and experienced technical professional with a passion for delivering exceptional customer service, we encourage you to apply. Please submit your resume and a cover letter outlining your experience and qualifications. All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of the application process.

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. We're dedicated to ensuring equal employment opportunity for qualified individuals with disabilities, and we prohibit discrimination against qualified individuals with disabilities.

Remote Job:

This is a remote position within the USA, with a working schedule of 12:00am - 8:00am ET, Thursday to Monday. You'll work independently, with minimal supervision, and as part of a remote team, with excellent time management and organizational skills.

Apply Now:

If you're ready to take your career to the next level and join a dynamic and innovative company, apply now! Apply for this job