Experienced Customer Support Analyst – Night Shift IT Support for Medical Imaging Software

Introduction to arenaflex

arenaflex is a leading provider of innovative medical imaging software solutions, dedicated to enhancing patient care and outcomes through cutting-edge technology. As a pioneer in the healthcare IT industry, we strive to deliver exceptional support to our clients, ensuring seamless integration and optimal performance of our software applications. Our commitment to excellence has earned us a reputation as a trusted partner for major hospital networks, small radiology facilities, and everything in between.

Job Overview

We are seeking an experienced and skilled Customer Support Analyst to join our Night Shift Support team, providing top-notch technical assistance to our clients across the United States. As a primary technical resource for our InteleShare application, you will play a vital role in ensuring our software is properly configured, working effectively, and meeting the high standards of our customers. This is a remote, full-time position that involves substantial phone work, partnering directly with clients to troubleshoot and resolve technical issues during nights and weekends.

Key Responsibilities

• Respond to client problems via phone and portal, actively monitoring client sites to ensure prompt issue resolution
• Log and document all incidents within our ticketing system and problems within ServiceNow, maintaining accurate records and facilitating efficient issue tracking
• Analyze, diagnose, and resolve challenging issues related to software applications, Windows OS, SQL Server databases, and other relevant technologies, leveraging your technical expertise to deliver effective solutions
• Refer incidents to other parties when an issue exceeds your current skill set, demonstrating a commitment to collaboration and customer satisfaction
• Manage and exceed customer expectations by providing exceptional service, ensuring all service level agreements (SLAs) are met and delivered according to Support specifications
• Participate in sharing knowledge and publishing Knowledge Base articles, contributing to the growth and development of our support operations
• Install and configure InteleShare software to assist in customer deployments, utilizing your technical skills to facilitate seamless integration
• Participate in, and potentially lead, ad hoc projects to help improve InteleShare support operations, driving innovation and process improvements

Employment Requirements

To succeed in this role, you will need:

• Excellent customer service skills, with a strong focus on delivering exceptional support and ensuring customer satisfaction
• 1-2 years of work experience in Windows administration and technical customer support, with a proven track record of resolving complex technical issues
• Excellent knowledge of Microsoft Windows operating systems for Servers and Workstations, with a strong understanding of software applications and technical troubleshooting
• Excellent communication skills in English (verbal and written), with the ability to articulate complex technical concepts to non-technical stakeholders
• Excellent problem-solving and analytical ability, with a keen eye for detail and a passion for resolving complex technical issues
• Displays high attention to problem description, detail, and impact, with a commitment to delivering effective solutions and ensuring customer satisfaction
• Ability to work under pressure in a client-facing environment, with a strong focus on delivering exceptional support and meeting customer expectations

Bonus Skills

While not required, the following skills and experience are highly desirable:

• Experience running queries in SQL, with a strong understanding of database management and technical troubleshooting
• Knowledge of Linux, with a familiarity with open-source operating systems and technical applications
• Excellent knowledge of Mac OS, with a strong understanding of Apple operating systems and technical applications
• Experience with SaaS/cloud environments, with a familiarity with cloud-based software applications and technical infrastructure
• Experience in a medical and/or research environment, with a strong understanding of DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging, PACS, or RIS

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees, providing opportunities for career advancement, professional development, and continuous learning. As a Customer Support Analyst, you will have access to:

• Comprehensive training and onboarding programs, designed to ensure your success in the role and provide a strong foundation for future growth
• Ongoing professional development opportunities, including workshops, webinars, and conferences, to help you stay up-to-date with the latest technologies and industry trends
• Mentorship and coaching from experienced technical professionals, providing guidance and support to help you achieve your career goals
• Opportunities for career advancement, including promotions and lateral moves, to help you grow and develop within the company

Work Environment and Company Culture

At arenaflex, we pride ourselves on our dynamic and supportive work environment, with a strong focus on collaboration, innovation, and customer satisfaction. As a remote employee, you will be part of a distributed team, working closely with colleagues and customers across the United States. Our company culture is built on the following values:

• A commitment to excellence, with a focus on delivering exceptional support and ensuring customer satisfaction
• A passion for innovation, with a strong emphasis on staying up-to-date with the latest technologies and industry trends
• A collaborative and supportive work environment, with a focus on teamwork, communication, and mutual respect
• A dedication to diversity, equity, and inclusion, with a commitment to creating a welcoming and inclusive work environment for all employees

Compensation, Perks, and Benefits

As a Customer Support Analyst at arenaflex, you will be eligible for a competitive salary, comprehensive benefits package, and a range of perks, including:

• A competitive salary, with opportunities for bonuses and merit-based increases
• A comprehensive benefits package, including medical, dental, and vision insurance, as well as retirement savings and paid time off
• A range of perks, including flexible working hours, remote work options, and access to cutting-edge technologies and software applications
• Opportunities for professional development and career advancement, with a focus on helping you achieve your career goals

Conclusion

If you are a motivated and skilled technical professional, with a passion for delivering exceptional customer support and a strong understanding of medical imaging software, we encourage you to apply for this exciting opportunity. As a Customer Support Analyst at arenaflex, you will be part of a dynamic and supportive team, working closely with colleagues and customers to deliver innovative solutions and exceptional support. Don't miss this chance to join a leading provider of medical imaging software solutions and take your career to the next level. Apply now to become a part of the arenaflex team!