Experienced Customer Support Analyst – Night Shift IT Support for Medical Imaging Software

Introduction to arenaflex arenaflex is a leading provider of innovative medical imaging software solutions, dedicated to enhancing patient care and outcomes. Our team of experts is passionate about delivering exceptional support to our customers, ranging from major hospital networks to small radiology facilities. We are seeking a highly skilled and dedicated Customer Support Analyst to join our Night Shift Support team, playing a vital role in ensuring our software is properly configured and working effectively and efficiently at all times. Job Overview As a Customer Support Analyst at arenaflex, you will be the primary technical resource for our customers, providing real-time troubleshooting and resolving cases submitted in a timely manner. This is a remote position within the USA, involving substantial phone work and partnering directly with customers to problem-solve technical issues covering nights and weekends. If you have a passion for delivering exceptional customer service, excellent technical skills, and the ability to work under pressure, we encourage you to apply for this exciting opportunity. Key Responsibilities Respond to client problems via phone and portal, actively monitoring client sites to ensure prompt resolution of technical issues Log and document all incidents within a ticketing system and problems within ServiceNow, maintaining accurate records and tracking progress 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, ensuring seamless collaboration and effective problem-solving Manage and exceed customers' 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 continuous improvement of our support operations Install and configure InteleShare software to assist in customer deployments, ensuring smooth and efficient implementation Participate in, and potentially lead, ad hoc projects to help improve InteleShare support operations, driving innovation and excellence in our support services Essential Qualifications Excellent customer service skills, with the ability to communicate effectively and empathetically with customers 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 clearly and concisely Excellent problem-solving and analytical ability, with a strong attention to detail and the ability to work under pressure in a client-facing environment Preferred Qualifications Experience running queries in SQL, with a strong understanding of database management and querying principles Knowledge of Linux, with experience working in a Linux environment and troubleshooting Linux-related issues Excellent knowledge of Mac OS, with experience working in a Mac environment and troubleshooting Mac-related issues 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 Opportunities and Learning Benefits At arenaflex, we are committed to the growth and development of our employees, providing opportunities for continuous learning and professional development. As a Customer Support Analyst, you will have access to training and development programs, enabling you to enhance your technical skills and knowledge, and advance your career in the medical imaging software industry. Work Environment and Company Culture arenaflex is a dynamic and innovative company, with a strong focus on collaboration, teamwork, and customer satisfaction. Our remote work environment is designed to support flexibility and work-life balance, with a range of tools and resources available to ensure your success in this role. Our company culture is built on values of excellence, integrity, and respect, with a commitment to diversity, equity, and inclusion. Compensation, Perks, and Benefits arenaflex offers a competitive compensation package, with a range of perks and benefits designed to support your well-being and success. These include comprehensive health insurance, retirement savings plans, and paid time off, as well as opportunities for professional development and growth. Conclusion If you are a motivated and skilled Customer Support Analyst, with a passion for delivering exceptional customer service and a strong technical background, we encourage you to apply for this exciting opportunity at arenaflex. Join our team of dedicated professionals, and contribute to the success of our customers and the growth of our company. Apply now to take the first step in your new career! Apply for this job