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 and have a knack for troubleshooting complex technical issues, we want to hear from you!
**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 streamlines workflows, enhances patient care, and drives business success. As a remote Customer Support Analyst, you'll be part of a dynamic team that's passionate about delivering world-class support and exceeding customer expectations.
**Job Summary**
We're seeking an experienced Customer Support Analyst to join our Night Shift Support team, providing technical expertise and support for our InteleShare application. As a key resource for our customers, you'll be responsible for real-time troubleshooting, resolving cases, and ensuring our software is working effectively and efficiently. This is a remote position within the USA, requiring substantial phone work and direct interaction with customers to problem-solve technical issues.
**Key Responsibilities**
* Respond to client problems (phone/portal) and actively monitor client sites to ensure timely resolution
* 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 seamless support
* 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 team knowledge and support capabilities
* Install and configure InteleShare software to assist in customer deployments and ensure smooth onboarding
* Participate in, and potentially lead, ad hoc projects to help improve InteleShare support operations and drive process improvements
* All work is done remotely through secure connections and via phone and remote desktop-sharing
**Working Hours and Schedule**
The working hours for this role are 12:00am - 8:00am ET, Thursday to Monday. This is a 3rd shift position, requiring flexibility and adaptability to work during non-traditional hours.
**Employment Requirements**
* 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 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
* Excellent problem-solving and analytical ability, with a keen eye for detail and impact
* Ability to work under pressure, with a high level of attention to problem description, detail, and impact
**Bonus Skills**
* Experience running queries in SQL, with a strong understanding of database management and query optimization
* Knowledge of Linux, with experience in troubleshooting and resolving Linux-related issues
* Excellent knowledge of Mac OS, with experience in troubleshooting and resolving Mac-related issues
* Experience with SaaS/cloud environments, with a strong understanding of cloud-based software solutions
* Experience in a medical and/or research environment, with knowledge of 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 provider of medical imaging software solutions
* Flexible remote work arrangement, with the ability to work from home
* Collaborative and dynamic team environment, with opportunities for growth and development
* Comprehensive training and onboarding program to ensure success in the role
* Access to cutting-edge technology and software solutions
* Recognition and rewards for outstanding performance and contributions to the team
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer, committed to providing a diverse and inclusive work environment. We welcome applications from qualified individuals with disabilities and are dedicated to ensuring equal employment opportunity for all applicants and employees.
**Application Process**
All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of the application process. We're committed to ensuring a fair and transparent hiring process, and we look forward to reviewing your application.
**How to Apply**
If you're passionate about delivering exceptional customer service and have a knack for troubleshooting complex technical issues, we want to hear from you! Apply now to join our Night Shift Support team as a Customer Support Analyst – IT Support for Medical Imaging Software – 3rd Shift.
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