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

Introduction to arenaflex arenaflex is a leading provider of innovative medical imaging software solutions, dedicated to enhancing the quality of patient care through cutting-edge technology. As a pioneer in the healthcare IT industry, we strive to deliver exceptional support to our clients, 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 clients 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 of professionals, collaborating to resolve complex technical issues and deliver exceptional customer service. Key Responsibilities Respond to client problems via phone and portal, actively monitoring client sites to identify and resolve potential issues proactively Log and document all incidents within our ticketing system and ServiceNow, maintaining accurate records and tracking progress Analyze, diagnose, and resolve challenging issues related to software applications, Windows OS, SQL Server databases, and other relevant technologies Refer incidents to other parties when necessary, ensuring seamless escalation and resolution of complex issues Manage and exceed customer expectations by providing excellent 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, ensuring smooth transitions and optimal performance Participate in and potentially lead ad hoc projects to improve InteleShare support operations, driving innovation and process improvements Employment Requirements 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 solid 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 clearly and concisely Excellent problem-solving and analytical ability, with a keen eye for detail and a passion for resolving complex technical issues Displays high attention to problem description, detail, and impact, with a strong ability to work under pressure in a client-facing environment Bonus Skills While not required, the following skills and experience are highly desirable: Experience running queries in SQL, with a solid 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 Apple devices and software Experience with SaaS/cloud environments, with a strong understanding of cloud-based infrastructure and applications Experience in a medical and/or research environment, with familiarity with 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, offering a range of opportunities for professional development and career advancement. As a Customer Support Analyst, you will have access to: Comprehensive training and onboarding programs, ensuring you have the skills and knowledge needed to succeed in your role Ongoing professional development opportunities, including workshops, webinars, and conferences Mentorship and coaching from experienced professionals, providing guidance and support as you grow in your career Opportunities for career advancement, with a clear path for progression and growth within the company Work Environment and Company Culture arenaflex is dedicated to creating a positive and inclusive work environment, fostering a culture of collaboration, innovation, and mutual respect. As a remote employee, you will be part of a dynamic team of professionals, working together to deliver exceptional support and drive business success. Our company culture is built on the following values: A commitment to excellence, with a focus on delivering exceptional customer service and support A passion for innovation, with a drive to stay ahead of the curve and embrace new technologies and trends A culture of collaboration, with a strong emphasis on teamwork, communication, and mutual respect A dedication to diversity and inclusion, with a commitment to creating a welcoming and inclusive work environment for all employees 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: A competitive salary, with opportunities for bonuses and incentives A comprehensive benefits package, including health, dental, and vision insurance, as well as retirement savings and other perks A flexible work environment, with the opportunity to work remotely and enjoy a better work-life balance Access to cutting-edge technology and tools, with ongoing training and support to ensure you have the skills and knowledge needed to succeed Conclusion If you are a motivated and experienced Customer Support Analyst, with a passion for delivering exceptional technical support and a strong understanding of medical imaging software, 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 group of professionals, drive business success, and contribute to the growth and development of our company. Don't miss out on this opportunity to take your career to the next level – apply today and join the arenaflex team! Apply for this job