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, InteleShare, 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 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 to our customers, ranging from major hospital networks to small radiology facilities. As a key member of our team, you'll be responsible for real-time troubleshooting of InteleShare software, resolving cases submitted by our customers in a timely manner, and ensuring our software meets the highest standards of performance and reliability.

Key Responsibilities:

* Respond to client problems (phone/portal) and actively monitor client sites to ensure seamless support

• Log and document all incidents within a ticketing system and problems within ServiceNow to maintain accurate records
• 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 effective issue resolution
• Manage and exceed customers' expectations by providing excellent service, ensuring timely responses, and delivering solutions that meet their needs
• Ensure that all service level agreements (SLAs) are met and delivered according to Support specifications to maintain high customer satisfaction
• Participate in sharing knowledge and publishing Knowledge Base articles to enhance the support experience for our customers
• 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

Work Environment and Culture:

As a remote employee, you'll work from the comfort of your own home, connecting with our team through secure connections and phone calls. Our Night Shift Support team operates from 12:00am - 8:00am ET, Thursday to Monday, providing 24/7 support to our customers. We're a dynamic, fast-paced environment that values collaboration, innovation, and customer satisfaction. If you're passionate about delivering exceptional support and working in a remote environment, we want to hear from you!

Requirements:

* 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

What We Offer:

* Competitive salary and benefits package

• Opportunities for career growth and professional development
• Collaborative, dynamic work environment
• Flexible remote work arrangement
• Comprehensive training and onboarding program
• Recognition and rewards for outstanding performance

Equal Employment Opportunity:

arenaflex is an equal employment opportunity employer committed to diversity and inclusion. We're dedicated to ensuring equal employment opportunities for 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're committed to complying with all federal, state, and local laws providing equal employment opportunities and all other employment laws and regulations.

Application Process:

If you're passionate about delivering exceptional customer support and working in a dynamic, remote environment, we want to hear from you! Please submit your application, including your resume and a cover letter, through our online application portal. All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of their application.

Apply Now:

Don't miss this opportunity to join our team and make a difference in the medical imaging software industry! Apply now and take the first step towards a rewarding career with arenaflex. Apply Job! Apply for this job