Experienced Customer Support Analyst - IT Support for Medical Imaging Software - 3rd Shift Remote Position
At arenaflex, we're dedicated to revolutionizing the medical imaging industry with our cutting-edge software 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 and efficiently at all times. If you're passionate about delivering exceptional customer service, troubleshooting complex technical issues, and working in a dynamic remote environment, we invite you to join our team as an Experienced Customer Support Analyst.
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 improves patient outcomes and streamlines clinical workflows. As a remote employee, you'll be part of a collaborative and supportive team that values work-life balance and professional growth.
Job Summary
As an Experienced Customer Support Analyst, you'll be the primary technical resource for arenaflex customers, providing real-time troubleshooting and resolution of technical issues related to our medical imaging software. You'll work closely with customers to problem-solve technical issues, ensuring that our software is properly configured and working effectively and efficiently at all times. This is a remote position within the USA, requiring substantial phone work and collaboration with customers to resolve technical issues covering nights and weekends.
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 track progress
- 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 escalation and 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 overall customer experience and support operations
- Install and configure arenaflex 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
* Excellent customer service skills, with a proven track record of delivering exceptional service in a technical support environment
- 1-2 years of work experience in Windows administration and technical customer support, with a strong understanding of Microsoft Windows operating systems for Servers and Workstations
- Excellent communication skills in English (verbal and written), with the ability to articulate complex technical issues to customers and internal stakeholders
- Excellent problem-solving and analytical ability, with a keen eye for detail and a focus on resolving technical issues efficiently
- Ability to work under pressure, with a high level of attention to problem description, detail, and impact
Preferred Qualifications
* Experience running queries in SQL, with a strong understanding of database management and query optimization
- Knowledge of Linux and Mac OS, with experience working in a multi-platform environment
- Experience with SaaS/cloud environments, with a strong understanding of cloud-based infrastructure and security
- 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 a secure and reliable internet connection. You'll be part of a collaborative and supportive team that values work-life balance and professional growth. arenaflex is committed to providing a positive and inclusive work environment, with opportunities for career growth and development.
Compensation and Benefits
arenaflex offers a competitive compensation package, including a salary, benefits, and perks. As a remote employee, you'll have access to a comprehensive benefits program, including health, dental, and vision insurance, as well as a 401(k) retirement plan. You'll also receive a generous paid time off policy, with opportunities for professional development and growth.
How to Apply
If you're passionate about delivering exceptional customer service, troubleshooting complex technical issues, and working in a dynamic remote environment, we invite you to apply for this exciting opportunity. 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 providing a diverse and inclusive work environment. We prohibit discrimination against qualified individuals with disabilities and are dedicated to ensuring equal employment opportunity for all applicants and employees.
Confidentiality
All your information will be kept confidential according to EEO guidelines.
Remote Job
This is a remote position within the USA, requiring substantial phone work and collaboration with customers to resolve technical issues covering nights and weekends.
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