Experienced Customer Support Analyst – IT Support for Medical Imaging Software (3rd Shift, Remote Opportunity)

Introduction to arenaflex arenaflex is a leading provider of innovative medical imaging software solutions, dedicated to enhancing the quality of healthcare services worldwide. Our commitment to excellence is reflected in our cutting-edge technology and our passion for delivering exceptional customer experiences. As a key player in the healthcare IT industry, we are seeking a highly skilled and dedicated Customer Support Analyst to join our Night Shift Support team. This is an exciting opportunity to work with a talented group of professionals who share a common goal of making a positive impact on people's lives. Job Overview The Customer Support Analyst will serve as the primary technical resource for our customers, providing top-notch support for our medical imaging software application. As a member of our Night Shift Support team, you will play a vital role in ensuring our software is properly configured and functioning effectively and efficiently at all times. This is a remote position within the USA, offering the flexibility to work from the comfort of your own home while making a meaningful difference in the lives of our customers. 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 related to software applications, Windows OS, SQL Server databases, and other related technologies, using your technical expertise to provide effective solutions Refer incidents to other parties when an issue is beyond your current skill set, demonstrating a commitment to collaboration and customer satisfaction 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 operations Install and configure our medical imaging software to assist in customer deployments, using your technical skills to ensure seamless integration and optimal performance Participate in, and potentially lead, ad hoc projects to help improve support operations, driving innovation and process improvements that enhance our customer experience Essential Qualifications To be successful in this role, you will need: 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 proven track record of providing effective technical solutions Excellent knowledge of Microsoft Windows operating systems for Servers and Workstations, with a strong understanding of software applications and technical troubleshooting 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 commitment to resolving technical issues efficiently and effectively Preferred Qualifications While not essential, the following skills and experience are highly desirable: Experience running queries in SQL, with a strong understanding of database management and technical troubleshooting Knowledge of Linux, with a willingness to learn and adapt to new technologies and systems Excellent knowledge of Mac OS, with a strong understanding of software applications and technical troubleshooting Experience with SaaS/cloud environments, with a commitment to staying up-to-date with the latest technologies and trends Experience in a medical and/or research environment, with a strong understanding of DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging, PACS, or RIS Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees, providing opportunities for career advancement and professional development. As a Customer Support Analyst, you will have access to a range of training and development programs, designed to enhance your technical skills and knowledge. You will also have the opportunity to work with a talented team of professionals, sharing knowledge and best practices to drive innovation and excellence in our support operations. Work Environment and Company Culture arenaflex is a dynamic and innovative company, with a strong commitment to our values of excellence, integrity, and customer satisfaction. We offer a collaborative and supportive work environment, with a focus on teamwork, open communication, and mutual respect. As a remote employee, you will be part of a virtual team, working closely with colleagues and customers to deliver exceptional support and drive business success. Compensation, Perks, and Benefits arenaflex offers a competitive compensation package, with a range of perks and benefits designed to support your well-being and career growth. These include: Competitive salary and bonus structure Comprehensive benefits package, including health, dental, and vision insurance 401(k) retirement plan, with company match Flexible working hours, with the opportunity to work from home Professional development opportunities, including training and education programs Recognition and reward programs, celebrating your achievements and contributions Conclusion If you are a motivated and talented Customer Support Analyst, looking for a new challenge and opportunity to make a difference, we encourage you to apply for this exciting role at arenaflex. With your technical expertise, excellent customer service skills, and commitment to excellence, you will be an invaluable asset to our team. Join us on our mission to deliver exceptional medical imaging software solutions, and take the first step towards a rewarding and challenging career with a leading provider of healthcare IT solutions. Apply for this job