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

Introduction to arenaflex At arenaflex, we are driven by the mission to simplify the complexities of healthcare by providing innovative medical imaging solutions. Our goal is to empower healthcare professionals with the tools they need to deliver faster and more accurate diagnoses, ultimately improving patient outcomes. With a global presence and a team of nearly 800 employees, we are dedicated to making a positive impact in the lives of patients and healthcare providers around the world. Job Overview We are seeking an experienced and skilled Customer Support Analyst to join our Night Shift Support team. As a primary technical resource for our InteleShare application, you will play a critical role in ensuring that our software is properly configured and functioning effectively and efficiently at all times. This is a remote position within the USA, and you will be responsible for providing exceptional technical support to our customers, ranging from major hospital networks to small radiology facilities, via phone and remote desktop-sharing. 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, ensuring accurate and detailed records Analyze, diagnose, and resolve challenging technical issues related to software applications, Windows OS, SQL Server databases, and other related technologies Refer incidents to other parties when an issue is beyond your current skill set, demonstrating effective collaboration and problem-solving skills Manage and exceed customer 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 growth and development of our support team Install and configure InteleShare software to assist in customer deployments, demonstrating technical expertise and attention to detail Participate in, and potentially lead, ad hoc projects to help improve InteleShare support operations, showcasing your ability to think critically and drive process improvements Essential Qualifications Excellent customer service skills, with the ability to communicate effectively with clients and internal stakeholders 1-2 years of work experience in Windows administration and technical customer support, with a strong understanding 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 in a clear and concise manner Excellent problem-solving and analytical ability, with a strong attention to detail and a methodical approach to troubleshooting Ability to work under pressure in a client-facing environment, demonstrating resilience and composure in high-stress situations Preferred Qualifications Experience running queries in SQL, with a strong understanding of database management principles Knowledge of Linux, with experience working in a Linux environment Excellent knowledge of Mac OS, with experience supporting Mac-based systems 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. As a Customer Support Analyst, you will have access to a range of training and development opportunities, including on-the-job training, mentorship programs, and professional development courses. We encourage our employees to take ownership of their careers, and we provide the support and resources needed to help them achieve their goals. Work Environment and Company Culture At arenaflex, we pride ourselves on our collaborative and dynamic work environment. Our team is passionate about delivering exceptional customer service, and we are committed to making a positive impact in the lives of our customers and patients. We offer a range of perks and benefits, including flexible working hours, remote work options, and a comprehensive benefits package. Our company culture is built on the values of innovation, teamwork, and customer focus, and we are looking for individuals who share these values and are passionate about making a difference. Compensation and Benefits We offer a competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off. We also provide a range of perks and benefits, including flexible working hours, remote work options, and a comprehensive wellness program. Our goal is to provide a total rewards package that recognizes and rewards the contributions of our employees, while also supporting their overall well-being and quality of life. 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, we are committed to delivering exceptional customer service, and we are looking for individuals who share our passion for innovation, teamwork, and customer focus. Apply now to join our team and take the first step towards a rewarding and challenging career in medical imaging software support. Apply for this job