At arenaflex, we believe that the path to answers in healthcare should be clear, whether you are waiting for a diagnosis or trying to expedite one. Our medical imaging solutions streamline the flow of information, simplifying complex processes, maximizing efficiencies, and shining a light on the unknown. We empower physicians to get patients the answers they need faster and improve outcomes for everyone. With more accessible imaging, we are getting patients out of the dark.
Headquartered in Raleigh, NC and Montreal, arenaflex has nearly 800 employees located in offices across four countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. arenaflex's modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report.
**Job Description**
We are seeking an experienced Customer Support Analyst to join our Night Shift Support team, supporting the arenaflex application. As a primary technical resource for arenaflex customers, you will play an integral role in ensuring our software is properly configured and is working effectively and efficiently at all times. You will be responsible for real-time troubleshooting of arenaflex software and be expected to resolve cases submitted by our customers in a timely manner. This is a remote position within the USA and 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' expectation 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 arenaflex software to assist in customer deployments
* Participate in, and potentially lead, ad hoc projects to help improve arenaflex support operations
* All the work is done remotely through secure connections and via phone and remote desktop-sharing
* The working hours for this role are 12:00am -8:00am ET Thursday to Monday
* Other duties as needed
**Qualifications:**
* 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
**Essential Skills and Competencies:**
* Strong technical skills in Windows administration and troubleshooting
* Excellent communication and problem-solving skills
* Ability to work under pressure and manage multiple priorities
* Strong analytical and diagnostic skills
* Ability to work independently and as part of a team
* Strong customer service skills and ability to manage customer expectations
* Ability to learn and adapt quickly to new technologies and processes
**Career Growth Opportunities and Learning Benefits:**
* arenaflex offers a comprehensive training program to help you develop your skills and knowledge
* Opportunities for career growth and advancement within the company
* Collaborative and dynamic work environment
* Flexible work arrangements and remote work options
* Access to cutting-edge technology and tools
* Opportunities for professional development and continuing education
**Work Environment and Company Culture:**
* arenaflex is a remote-friendly company with a flexible work environment
* Collaborative and dynamic work environment with a focus on teamwork and communication
* Opportunities for professional development and continuing education
* Access to cutting-edge technology and tools
* Flexible work arrangements and remote work options
* arenaflex is committed to diversity, equity, and inclusion and offers a welcoming and inclusive work environment
**Compensation, Perks, and Benefits:**
* Competitive salary and benefits package
* Flexible work arrangements and remote work options
* Access to cutting-edge technology and tools
* Opportunities for professional development and continuing education
* Comprehensive training program to help you develop your skills and knowledge
* Collaborative and dynamic work environment with a focus on teamwork and communication
* Flexible work arrangements and remote work options
* arenaflex is committed to diversity, equity, and inclusion and offers a welcoming and inclusive work environment
**Conclusion:**
If you are a motivated and customer-focused individual with a passion for technical support, we encourage you to apply for this exciting opportunity. arenaflex offers a dynamic and collaborative work environment with opportunities for career growth and advancement. We are committed to diversity, equity, and inclusion and offer a welcoming and inclusive work environment. Apply now to join our team and be a part of shaping the future of medical imaging solutions.
**How to Apply:**
To apply for this position, please submit your resume and cover letter through our online application system. arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to diversity, equity, and inclusion and offer a welcoming and inclusive work environment.
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