At arenaflex, we're dedicated to delivering exceptional customer support and ensuring the seamless operation of our medical imaging software solutions. As a key member of our Night Shift Support team, you'll play a vital role in providing top-notch technical assistance to our diverse customer base, ranging from major hospital networks to small radiology facilities. If you're passionate about delivering outstanding customer experiences and possess a strong technical background, we invite you to join our team as an Experienced Customer Support Analyst.
**About arenaflex**
arenaflex is a leading provider of innovative medical imaging software solutions, empowering healthcare professionals to deliver exceptional patient care. Our cutting-edge technology and commitment to customer satisfaction have earned us a reputation as a trusted partner in the medical imaging industry. As a remote employee, you'll be part of a dynamic team that values collaboration, innovation, and continuous learning.
**Job Summary**
As an Experienced Customer Support Analyst, you'll be the primary technical resource for our InteleShare application, providing real-time troubleshooting and resolution of technical issues. You'll work closely with customers to problem-solve complex technical issues, ensuring that our software is properly configured and working effectively and efficiently at all times. This is a remote position within the USA, requiring substantial phone work and collaboration with customers during nights and 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 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
* 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
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to supporting your professional growth and development. As a Customer Support Analyst, you'll have opportunities to:
* Develop your technical skills and expertise in medical imaging software solutions
* Collaborate with cross-functional teams to improve support operations and customer experiences
* Participate in knowledge-sharing initiatives and contribute to the development of our Knowledge Base
* Pursue continuing education and training opportunities to stay up-to-date with industry trends and best practices
**Work Environment and Company Culture**
As a remote employee, you'll work in a flexible and dynamic environment that values collaboration, innovation, and continuous learning. Our company culture is built on the principles of:
* Customer-centricity: We're dedicated to delivering exceptional customer experiences and ensuring the seamless operation of our software solutions.
* Innovation: We're committed to staying at the forefront of medical imaging technology and developing innovative solutions that meet the evolving needs of our customers.
* Collaboration: We believe in the power of teamwork and collaboration to drive success and achieve our goals.
* Continuous learning: We're committed to supporting your professional growth and development, providing opportunities for continuing education and training.
**Compensation, Perks, and Benefits**
arenaflex offers a competitive compensation package, including:
* Salary: Competitive salary based on experience and qualifications
* Benefits: Comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off
* Perks: Flexible work arrangements, including remote work options, and access to cutting-edge technology and tools
* Professional development opportunities: Continuing education and training opportunities to support your professional growth and development
**How to Apply**
If you're passionate about delivering exceptional customer experiences and possess a strong technical background, we invite you to apply for this exciting opportunity. 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.
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer, 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.
**Contact Us**
If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us. We look forward to hearing from you!
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