At arenaflex, we believe 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 Full Stack 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
**Essential Qualifications:**
* 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
**Preferred Qualifications:**
* 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
**Skills and Competencies:**
* Strong technical skills in Windows administration, software applications, and related technologies
* Excellent communication and problem-solving skills
* Ability to work under pressure and meet deadlines
* Strong analytical and critical thinking skills
* Ability to learn and adapt quickly to new technologies and processes
* Strong customer service skills and ability to manage customer expectations
* Ability to work independently and as part of a team
**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 with a team of experienced professionals
* Access to cutting-edge technology and tools
* Flexible work arrangements and remote work options
* Competitive compensation and benefits package
**Work Environment and Company Culture:**
* arenaflex is a remote-friendly company with a flexible work environment
* Collaborative and dynamic work environment with a team of experienced professionals
* Opportunities for career growth and advancement within the company
* Access to cutting-edge technology and tools
* Flexible work arrangements and remote work options
* Competitive compensation and benefits package
**Compensation, Perks, and Benefits:**
* Competitive compensation package
* Comprehensive benefits package, including medical, dental, and vision insurance
* 401(k) retirement plan with company match
* Flexible work arrangements and remote work options
* Access to cutting-edge technology and tools
* Opportunities for career growth and advancement within the company
* Collaborative and dynamic work environment with a team of experienced professionals
**Conclusion:**
If you are a motivated and experienced customer support professional looking for a new challenge, we encourage you to apply for this exciting opportunity. arenaflex offers a comprehensive training program, opportunities for career growth and advancement, and a collaborative and dynamic work environment. Apply now to join our team and be part of a company that is making a difference in the healthcare industry.
**How to Apply:**
To apply for this position, please submit your resume and cover letter through our online application system. We thank all applicants for their interest; however, only those selected for an interview will be contacted.
**Confidentiality:**
arenaflex is an equal opportunity employer and is committed to the principles of equal employment. We are 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). arenaflex is dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.
arenaflex is committed to ensuring equal employment opportunity for qualified individuals with disabilities. arenaflex uses the Americans with Disabilities Act (ADA) as a standard for global recruiting and hiring purposes. This prohibits discrimination against qualified individuals with disabilities. The ADA defines “disability” as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment.
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