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 patient care and outcomes through cutting-edge technology. As a pioneer in the healthcare IT industry, we strive to deliver exceptional support to our customers, ensuring seamless integration and optimal performance of our software applications. Our commitment to excellence has earned us a reputation as a trusted partner for major hospital networks, small radiology facilities, and everything in between. Job Overview We are seeking an experienced Customer Support Analyst to join our Night Shift Support team, providing top-notch technical assistance to our customers across the United States. As a primary technical resource for our InteleShare application, you will play a vital role in ensuring our software is properly configured, working effectively, and efficiently addressing customer needs in real-time. This remote position offers a unique opportunity to work with a talented team, collaborate with customers, and contribute to the growth and success of arenaflex. 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 facilitating efficient case management Analyze, diagnose, and resolve complex technical issues related to software applications, Windows OS, SQL Server databases, and other relevant technologies Refer incidents to other parties when necessary, demonstrating a commitment to collaboration and effective problem-solving Manage and exceed customer expectations by delivering exceptional 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 growth and development of our support operations Install and configure InteleShare software to assist in customer deployments, providing expert technical guidance and support Participate in and potentially lead ad hoc projects to improve InteleShare support operations, driving innovation and process enhancements Essential Qualifications To succeed in this role, you will need: Excellent customer service skills, with a strong focus on empathy, active listening, and effective communication 1-2 years of work experience in Windows administration and technical customer support, with a proven track record of resolving complex technical issues Excellent knowledge of Microsoft Windows operating systems for Servers and Workstations, with a strong understanding of software applications and related technologies Excellent communication skills in English (verbal and written), with the ability to articulate technical concepts and solutions to customers Excellent problem-solving and analytical ability, with a keen eye for detail and a passion for troubleshooting and resolving complex issues Displays high attention to problem description, detail, and impact, with a commitment to delivering exceptional customer service and support Preferred Qualifications While not required, the following skills and experience are highly desirable: 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 customers using Apple devices Experience with SaaS/cloud environments, with a strong understanding of cloud-based software applications and infrastructure 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: Comprehensive onboarding and training programs, designed to equip you with the skills and knowledge needed to succeed in your role Ongoing coaching and mentoring, with regular feedback and performance evaluations to support your growth and development Opportunities for career advancement, with a clear path for progression and advancement within the company Access to industry-leading tools and technologies, with a commitment to staying at the forefront of innovation and best practice Work Environment and Company Culture arenaflex is a dynamic and innovative company, with a strong focus on collaboration, teamwork, and customer satisfaction. As a remote employee, you will be part of a distributed team, working closely with colleagues and customers across the United States. Our company culture is built on a foundation of: Respect and empathy, with a commitment to treating all employees, customers, and partners with dignity and respect Innovation and creativity, with a passion for finding new and better ways to solve complex problems and deliver exceptional customer service Collaboration and teamwork, with a focus on building strong relationships and working together to achieve common goals Continuous learning and growth, with a commitment to ongoing training and development, and a passion for staying at the forefront of industry trends and best practice Compensation and Benefits arenaflex offers a competitive compensation and benefits package, designed to attract and retain top talent. As a Customer Support Analyst, you can expect: A competitive salary, with opportunities for bonuses and incentives based on performance A comprehensive benefits package, including health, dental, and vision insurance, 401(k) matching, and paid time off Access to a range of perks and discounts, including employee discounts on arenaflex products and services, and access to exclusive events and experiences A dynamic and supportive work environment, with a focus on work-life balance, flexibility, and employee well-being Conclusion If you are a motivated and experienced Customer Support Analyst, with a passion for delivering exceptional customer service and support, we encourage you to apply for this exciting opportunity. As a member of the arenaflex team, you will have the chance to work with a talented and dedicated group of professionals, contribute to the growth and success of our company, and make a real difference in the lives of our customers. Don't miss out on this opportunity to join a dynamic and innovative company, and take your career to the next level. Apply now to become a part of the arenaflex team! Apply for this job