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

Introduction to arenaflex At arenaflex, we are driven by the belief that the path to answers in healthcare should be clear and accessible. Our medical imaging solutions are designed to streamline the flow of information, simplify complex processes, and maximize efficiencies. By empowering physicians with the tools they need to provide faster and more accurate diagnoses, we are improving outcomes for patients around the world. With a strong commitment to innovation and customer satisfaction, arenaflex is a leader in the medical imaging industry, serving nearly 2,000 healthcare organizations globally. Job Overview We are seeking an experienced Customer Support Analyst to join our Night Shift Support team, providing technical support for our medical imaging software, InteleShare. As a primary technical resource for our customers, you will play a critical role in ensuring our software is properly configured and functioning effectively and efficiently at all times. This is a remote position within the USA, involving substantial phone work and partnering directly with customers to problem-solve technical issues covering nights and weekends. Key Responsibilities Respond to client problems via phone and portal, and actively monitor client sites to ensure timely resolution of technical issues Log and document all incidents within our ticketing system and problems within ServiceNow, maintaining accurate and detailed records of customer interactions Analyze, diagnose, and resolve challenging issues relating to software applications, Windows OS, SQL Server databases, and other related technologies, using excellent problem-solving and analytical skills Refer incidents to other parties when an incident is beyond your current skill-set, demonstrating a willingness to collaborate and seek assistance when needed 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, contributing to the development of our support resources and improving the overall customer experience Install and configure InteleShare software to assist in customer deployments, demonstrating a strong understanding of our software and its applications Participate in, and potentially lead, ad hoc projects to help improve InteleShare support operations, driving process improvements and innovation within our support team Essential Qualifications Excellent customer service skills, with a strong focus on delivering exceptional support and ensuring customer satisfaction 1-2 years of work experience in Windows administration and technical customer support, with a solid understanding of Microsoft Windows operating systems for Servers and Workstations Excellent communication skills in English (verbal and written), with the ability to effectively communicate technical information to customers and colleagues Excellent problem-solving and analytical ability, with a strong attention to detail and a willingness to learn and adapt to new technologies and processes Ability to work under pressure in a client-facing environment, maintaining a calm and professional demeanor in high-stress situations Preferred Qualifications Experience running queries in SQL, with a strong understanding of database management and querying principles Knowledge of Linux, with experience working in Linux environments and troubleshooting Linux-related issues Excellent knowledge of Mac OS, with experience supporting Mac-based systems and troubleshooting Mac-related issues Experience with SaaS/cloud environments, with a strong understanding of cloud-based technologies and their 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 At arenaflex, we are committed to the growth and development of our employees, providing opportunities for professional development, training, and advancement. As a Customer Support Analyst, you will have the opportunity to work with a talented team of professionals, develop your technical skills, and contribute to the success of our organization. With a strong focus on innovation and customer satisfaction, we are constantly seeking ways to improve our products and services, and we encourage our employees to think creatively and develop new solutions to complex problems. Work Environment and Company Culture At arenaflex, we pride ourselves on our dynamic and supportive work environment, with a strong focus on collaboration, teamwork, and open communication. Our employees are passionate about their work, and we foster a culture of innovation, creativity, and continuous learning. With a global presence and a diverse range of customers, we are committed to diversity, equity, and inclusion, and we strive to create a workplace that is welcoming and inclusive to all employees. Compensation and Benefits arenaflex offers a competitive compensation package, with a range of benefits and perks designed to support the well-being and success of our employees. These may include health insurance, retirement savings plans, paid time off, and opportunities for professional development and advancement. We are committed to providing a positive and supportive work environment, with a strong focus on employee satisfaction and engagement. Conclusion If you are a motivated and experienced Customer Support Analyst looking for a new challenge, we encourage you to apply for this exciting opportunity at arenaflex. With a strong commitment to innovation, customer satisfaction, and employee growth and development, we offer a dynamic and supportive work environment that is perfect for professionals who are passionate about their work and eager to make a difference. Apply now to join our team and contribute to the success of our organization! Apply for this job