At arenaflex, we're dedicated to revolutionizing the medical imaging software industry with our cutting-edge 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, troubleshooting complex technical issues, and working in a dynamic remote environment, we want to hear from you!
**Job Summary:**
We're seeking an experienced Customer Support Analyst to join our 3rd shift team, supporting our InteleShare application. As a primary technical resource for our customers, you'll be responsible for real-time troubleshooting, resolving cases, and providing excellent service to our clients. With a strong background in Windows administration, technical customer support, and excellent communication skills, you'll be an integral part of our team, ensuring that our software meets the highest standards of quality and customer satisfaction.
**Key Responsibilities:**
* Respond to client problems (phone/portal) and actively monitor client sites to ensure timely resolution of technical issues
* Log and document all incidents within a ticketing system and problems within ServiceNow to maintain accurate records and track progress
* 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 resolution
* 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 the support experience for our customers
* Install and configure InteleShare software to assist in customer deployments and ensure a smooth onboarding process
* Participate in, and potentially lead, ad hoc projects to help improve arenaflex support operations and drive continuous improvement
**Work Environment:**
As a remote position within the USA, you'll have the flexibility to work from the comfort of your own home, with access to secure connections, phone, and remote desktop-sharing tools. Our 3rd shift team works from 12:00am - 8:00am ET, Thursday to Monday, providing a unique opportunity to work in a dynamic and fast-paced environment.
**Essential Qualifications:**
* 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
**Preferred Qualifications:**
* 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
**Skills and Competencies:**
* Strong technical skills in Windows administration, software applications, and related technologies
* Excellent communication and interpersonal skills, with the ability to work effectively with customers, colleagues, and stakeholders
* Strong problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues
* Ability to work in a fast-paced, dynamic environment, with multiple priorities and deadlines
* Strong attention to detail, with the ability to maintain accurate records and track progress
* Ability to work independently, with minimal supervision, and as part of a team
**Career Growth Opportunities and Learning Benefits:**
At arenaflex, we're committed to supporting the growth and development of our employees. As a Customer Support Analyst, you'll have access to:
* Ongoing training and development opportunities to enhance your technical skills and knowledge
* Mentorship and coaching from experienced colleagues to support your career growth
* Opportunities to participate in ad hoc projects and contribute to the improvement of arenaflex support operations
* A dynamic and supportive work environment, with a focus on collaboration and teamwork
**Work-Life Balance and Benefits:**
As a remote employee, you'll have the flexibility to work from the comfort of your own home, with access to secure connections, phone, and remote desktop-sharing tools. arenaflex offers a comprehensive benefits package, including:
* Competitive salary and benefits package
* Comprehensive health insurance, including medical, dental, and vision coverage
* 401(k) retirement plan with company match
* Paid time off, including vacation, sick leave, and holidays
* Access to a range of employee discounts and perks
**How to Apply:**
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! Please submit your application, including your resume and a cover letter, to [insert contact information]. 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.
**Join the arenaflex Team:**
At arenaflex, we're passionate about delivering exceptional customer service, driving innovation, and making a difference in the medical imaging software industry. If you're a motivated and talented individual who shares our values and passion, we want to hear from you! Apply now to join our dynamic team and take the first step towards a rewarding and challenging career.
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