Experienced Customer Support Analyst - IT Support for Medical Imaging Software - 3rd Shift

At arenaflex, we're dedicated to revolutionizing the medical imaging industry with our cutting-edge software solutions. As a Customer Support Analyst on our Night Shift Support team, you'll play a vital role in ensuring our software, InteleShare, is running smoothly and efficiently for our customers across the USA. 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 Night Shift Support team, providing top-notch technical support to our customers, ranging from major hospital networks to small radiology facilities. As a key member of our team, you'll be responsible for real-time troubleshooting, resolving cases in a timely manner, and ensuring our software is properly configured to meet our customers' needs. If you're a problem-solver with excellent communication skills and a passion for delivering exceptional customer service, we encourage you to apply.

Key Responsibilities:

As a Customer Support Analyst on our Night Shift Support team, you'll be responsible for:

• Responding to client problems via phone and portal, actively monitoring client sites to ensure timely resolution
• Logging and documenting all incidents within our ticketing system and problems within ServiceNow
• Analyzing, diagnosing root causes, known errors, and resolving challenging issues related to software applications, Windows OS, SQL Server databases, and other related technologies
• Referencing incidents to other parties when an incident is beyond your current skill-set
• Managing and exceeding customers' expectations by providing excellent service
• Ensuring that all service level agreements (SLAs) are met and delivered according to Support specifications
• Participating in sharing knowledge and publishing Knowledge Base articles
• Installing and configuring InteleShare software to assist in customer deployments
• Participating in, and potentially leading, ad hoc projects to help improve InteleShare support operations
• Working remotely through secure connections and via phone and remote desktop-sharing

Working Hours:

Our Night Shift Support team works from 12:00am - 8:00am ET, Thursday to Monday. This role requires flexibility and a willingness to work non-traditional hours.

Employment Requirements:

To be successful in this role, you'll need:

• 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:

While not required, the following skills are highly desirable:

• 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

What We Offer:

As a valued member of our team, you'll enjoy:

• Competitive compensation and benefits package
• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Flexible remote work arrangements
• Comprehensive training and support
• Recognition and rewards for outstanding performance

Equal Employment Opportunity:

arenaflex is committed to the principles of equal employment opportunity and is dedicated to ensuring equal employment opportunity for qualified individuals with disabilities. We prohibit discrimination against qualified individuals with disabilities and follow the Americans with Disabilities Act (ADA) as a standard for global recruiting and hiring purposes.

Application Process:

If you're passionate about delivering exceptional customer service and troubleshooting complex technical issues, we encourage you to apply. All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of your application.

Apply Now:

Ready to join our team and make a difference in the medical imaging industry? Apply now and take the first step towards an exciting career opportunity with arenaflex. Apply Job! Apply for this job