Experienced Customer Support Analyst – Medical Imaging Software Support and Troubleshooting Expert – 3rd Shift Remote Opportunity at arenaflex

Introduction to arenaflex and the Role

arenaflex is a leading provider of innovative medical imaging software solutions, dedicated to enhancing patient care and outcomes through cutting-edge technology. As a key player in the healthcare IT industry, we are committed to delivering exceptional support to our customers, ranging from major hospital networks to small radiology facilities. We are now seeking an experienced and skilled Customer Support Analyst to join our Night Shift Support team, providing top-notch technical assistance to our clients and ensuring the seamless operation of our software applications.

Job Overview

In this critical role, you will serve as the primary technical resource for our customers, providing real-time troubleshooting and resolving complex technical issues related to our medical imaging software, Windows OS, SQL Server databases, and other related technologies. As a remote position within the USA, you will work independently and collaboratively with our customers, leveraging your excellent communication and problem-solving skills to deliver exceptional service and exceed customer expectations.

Key Responsibilities

• Respond to client problems via phone and portal, actively monitoring client sites to ensure prompt issue resolution
• Log and document all incidents within our ticketing system and ServiceNow, maintaining accurate records and tracking progress
• Analyze, diagnose, and resolve challenging technical issues, referring incidents to other parties when necessary
• Manage and exceed customer expectations by providing excellent service, ensuring all service level agreements (SLAs) are met and delivered according to Support specifications
• Participate in sharing knowledge and publishing Knowledge Base articles, contributing to the continuous improvement of our support operations
• Install and configure our medical imaging software to assist in customer deployments, ensuring smooth and efficient implementation
• Participate in and potentially lead ad hoc projects to help improve support operations, driving innovation and excellence in our customer support services

Requirements and Qualifications

To succeed in this role, you will need to possess excellent customer service skills, with the ability to communicate effectively with clients and internal stakeholders. A minimum of 1-2 years of work experience in Windows administration and technical customer support is required, along with excellent knowledge of Microsoft Windows operating systems for Servers and Workstations.

Essential Qualifications

• Excellent customer service skills, with a strong focus on delivering exceptional support and exceeding customer expectations
• 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), with the ability to articulate complex technical concepts to non-technical stakeholders
• Excellent problem-solving and analytical ability, with a strong attention to detail and ability to work under pressure in a client-facing environment

Preferred Qualifications

• Experience running queries in SQL, with a strong understanding of database management and optimization
• Knowledge of Linux, with experience working in a mixed-OS environment
• Excellent knowledge of Mac OS, with experience supporting Apple devices and software
• Experience with SaaS/cloud environments, with a strong understanding of cloud-based infrastructure and applications
• Experience in a medical and/or research environment, with knowledge of DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging, PACS, or RIS

Career Growth and Development Opportunities

At arenaflex, we are committed to the growth and development of our employees, providing opportunities for professional advancement and continuous learning. As a Customer Support Analyst, you will have access to training and development programs, enabling you to enhance your technical skills and knowledge, and stay up-to-date with the latest industry trends and technologies.

Work Environment and Company Culture

arenaflex is dedicated to creating a positive and inclusive work environment, where employees feel valued, respected, and empowered to contribute their best work. Our company culture is built on a foundation of teamwork, innovation, and excellence, with a strong focus on delivering exceptional customer support and driving business success.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package, with a range of perks and benefits designed to support the well-being and success of our employees. These may include health insurance, retirement plans, paid time off, and opportunities for professional development and growth.

Conclusion and Call to Action

If you are a motivated and experienced Customer Support Analyst, with a passion for delivering exceptional technical support and exceeding customer expectations, we encourage you to apply for this exciting opportunity at arenaflex. With a strong focus on career growth, development, and employee well-being, we offer a dynamic and supportive work environment that will enable you to thrive and succeed in your role. Apply now to join our team and contribute to the success of our customers and our business.