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

At arenaflex, we're dedicated to revolutionizing the medical imaging software industry with our cutting-edge solutions. As a key player in this field, we're seeking an experienced Customer Support Analyst to join our Night Shift Support team. This is a unique opportunity to work with a talented team, provide exceptional support to our customers, and contribute to the growth and success of arenaflex. **Job Summary:** As a Customer Support Analyst, you'll be the primary technical resource for arenaflex's InteleShare application, supporting a diverse range of customers from major hospital networks to small radiology facilities. You'll be responsible for real-time troubleshooting, resolving complex technical issues, and ensuring our software is properly configured and working effectively. This is a remote position within the USA, requiring substantial phone work and direct interaction with customers to problem-solve technical issues covering nights and weekends. **Key Responsibilities:** * Respond to client problems (phone/portal) and actively monitor client sites to ensure timely resolution * Log and document all incidents within a ticketing system and problems within ServiceNow to maintain accurate records * 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 to ensure seamless support * 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 to enhance the support experience for customers and colleagues alike * Install and configure InteleShare software to assist in customer deployments, ensuring a smooth onboarding process * Participate in, and potentially lead, ad hoc projects to help improve arenaflex support operations, driving continuous improvement and innovation **Work Environment and Company Culture:** * All work is done remotely through secure connections and via phone and remote desktop-sharing, allowing for flexibility and work-life balance * The working hours for this role are 12:00am - 8:00am ET, Thursday to Monday, providing a unique opportunity to work non-traditional hours and enjoy a better work-life balance * arenaflex is committed to creating a collaborative and inclusive work environment, where employees feel valued, supported, and empowered to grow and succeed **Employment Requirements:** * Excellent customer service skills, with a proven track record of providing exceptional support to customers * 1-2 years of work experience in Windows administration and technical customer support, with a strong understanding of technical concepts and troubleshooting techniques * Excellent knowledge of Microsoft Windows operating systems for Servers and Workstations, with the ability to troubleshoot and resolve complex technical issues * 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 ability to work under pressure in a client-facing environment **Bonus Skills:** * Experience running queries in SQL, with a strong understanding of database concepts and troubleshooting techniques * Knowledge of Linux, with the ability to troubleshoot and resolve complex technical issues * Excellent knowledge of Mac OS, with the ability to troubleshoot and resolve complex technical issues * Experience with SaaS/cloud environments, with a strong understanding of cloud-based technologies and troubleshooting techniques * Experience in a medical and/or research environment, with knowledge of DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging, PACS, or RIS **Career Growth Opportunities and Learning Benefits:** * arenaflex is committed to investing in the growth and development of our employees, providing opportunities for career advancement and professional development * We offer a comprehensive training program, including onboarding, technical training, and soft skills development, to ensure our employees have the skills and knowledge needed to succeed in their roles * arenaflex is a dynamic and innovative company, with a strong focus on continuous improvement and innovation, providing opportunities for employees to contribute to and shape the company's vision and strategy **Compensation, Perks, and Benefits:** * Competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off * Opportunity to work remotely, with flexible working hours and a better work-life balance * Comprehensive training program, including onboarding, technical training, and soft skills development * Access to cutting-edge technology and tools, including remote desktop-sharing and secure connections * Collaborative and inclusive work environment, with a strong focus on teamwork and employee engagement **How to Apply:** If you're a motivated and experienced Customer Support Analyst looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter, highlighting your relevant experience and skills, to [insert contact information]. All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of their application. arenaflex is an equal opportunity employer, committed to creating a diverse and inclusive work environment. We welcome applications from qualified individuals with disabilities and are committed to ensuring equal employment opportunity for all applicants and employees. **Equal Employment Opportunity Statement:** arenaflex is committed to the principles of equal employment opportunity and is dedicated 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). **Americans with Disabilities Act (ADA) Statement:** arenaflex is committed to ensuring equal employment opportunity for qualified individuals with disabilities. We use the Americans with Disabilities Act (ADA) as a standard for global recruiting and hiring purposes, prohibiting 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. **Remote Job Opportunity:** This is a remote job opportunity, requiring a secure connection and remote desktop-sharing. If you're interested in working remotely and have the necessary skills and experience, we encourage you to apply for this exciting opportunity. Apply Job! Apply for this job