**Experienced Customer Support Analyst – IT Support for Medical Imaging Software – 3rd Shift**

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, the Customer Support Analyst will play a vital role in ensuring the seamless operation of our InteleShare application, which empowers major hospital networks and small radiology facilities to deliver exceptional patient care. As a remote position within the USA, this role requires a unique blend of technical expertise, excellent communication skills, and a passion for delivering exceptional customer experiences. If you're a motivated and detail-oriented individual with a knack for problem-solving, we encourage you to apply for this exciting opportunity. **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 primary technical resource for our customers, you'll be responsible for real-time troubleshooting, resolving complex issues, and ensuring our software is properly configured and working effectively. This role involves 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 IntelShare 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. This unique schedule allows you to work in a quiet and focused environment, ensuring you can provide exceptional support to our customers during their critical hours. **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 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 **Career Growth Opportunities and Learning Benefits:** At arenaflex, we're committed to helping our employees grow and develop their skills. As a Customer Support Analyst, you'll have access to: * Ongoing training and development opportunities to enhance your technical skills and knowledge * Collaborative and dynamic work environment that fosters innovation and creativity * Opportunities to work on high-profile projects and contribute to the success of our medical imaging software solutions * Recognition and rewards for outstanding performance and contributions to the team **Work Environment and Company Culture:** Our remote work environment is designed to provide flexibility and comfort, allowing you to work from the convenience of your own home. As a member of our Night Shift Support team, you'll be part of a close-knit group of professionals who share a passion for delivering exceptional customer experiences. Our company culture is built on: * Collaboration and teamwork * Innovation and creativity * Continuous learning and development * Respect and empathy for our customers and colleagues **Compensation, Perks, and Benefits:** We offer a competitive salary and benefits package, including: * Comprehensive health insurance * 401(k) retirement plan with company match * Paid time off and holidays * Professional development opportunities * Flexible work arrangements and remote work options **How to Apply:** If you're a motivated and detail-oriented individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, through our online application portal. **Equal Employment Opportunity:** arenaflex is an equal employment opportunity employer and is 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. **Online Assessment:** All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of your application. **Remote Work:** This is a remote position within the USA, requiring a secure connection and phone and remote desktop-sharing capabilities. **Apply Now:** Don't miss this opportunity to join our Night Shift Support team and contribute to the success of our medical imaging software solutions. Apply now through our online application portal. Apply for this job