**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:** As a Customer Support Analyst, you'll be the primary technical resource for InteleShare customers, ranging from major hospital networks to small radiology facilities. 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. This is a remote position within the USA, involving 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' expectations 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 InteleShare support operations * All work is done remotely 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. As a member of our Night Shift Support team, you'll be working in a dynamic and fast-paced environment, ensuring our software is running smoothly and efficiently at all times. **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 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 * Opportunity to work with a leading medical imaging software company * Collaborative and dynamic remote work environment * Professional development and growth opportunities * Recognition and rewards for outstanding performance * Comprehensive training and onboarding program * Access to cutting-edge technology and tools * Flexible working hours and remote work options **Equal Employment Opportunity:** arenaflex is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees, and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability, and genetic information (including family medical history). **Confidentiality:** All your information will be kept confidential according to EEO guidelines. **Application Process:** All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of your application. **How to Apply:** If you're passionate about delivering exceptional customer service and troubleshooting complex technical issues, we want to hear from you! Apply now and join our team of dedicated professionals at arenaflex. Apply Job! Apply for this job