**Experienced Full Stack Customer Support Analyst – IT Support for Medical Imaging Software – 3rd Shift**

At arenaflex, we're dedicated to revolutionizing the medical imaging industry with our cutting-edge software solutions. As a key member of our Night Shift Support team, you'll play a vital role in ensuring our software is properly configured and working effectively and efficiently at all times. If you're passionate about delivering exceptional customer service, troubleshooting complex technical issues, and working in a dynamic remote environment, we want to hear from you! **Job Summary:** We're seeking an experienced Customer Support Analyst to join our Night Shift Support team, providing top-notch technical support for our InteleShare application. As a full-time, exempt position, you'll be the primary technical resource for our customers, ranging from major hospital networks to small radiology facilities. You'll be responsible for real-time troubleshooting, resolving cases submitted by our customers in a timely manner, and ensuring our software is working effectively and efficiently at all times. **Key Responsibilities:** • Respond to client problems (phone/portal) and actively monitor client sites to ensure timely resolution of technical issues • Log and document all incidents within a ticketing system and problems within ServiceNow to maintain accurate records and facilitate knowledge sharing • 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 our customers • Install and configure InteleShare software to assist in customer deployments and ensure a smooth onboarding process • Participate in, and potentially lead, ad hoc projects to help improve arenaflex support operations and drive continuous improvement • All work is done remotely through secure connections and via phone and remote desktop-sharing to ensure flexibility and convenience **Working Hours:** The working hours for this role are 12:00am - 8:00am ET, Thursday to Monday, allowing you to enjoy a great work-life balance and flexibility in your schedule. **Employment Requirements:** • Excellent customer service skills, with a passion for delivering exceptional support experiences • 1-2 years of work experience in Windows administration and technical customer support, with a strong understanding of technical concepts and troubleshooting methodologies • 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 technical information 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 • Ability to work independently, with minimal supervision, and as part of a remote team to ensure seamless support and collaboration **Bonus Skills:** • Experience running queries in SQL, with a strong understanding of database concepts and troubleshooting methodologies • Knowledge of Linux and Mac OS, with the ability to troubleshoot and resolve technical issues in these environments • Experience with SaaS/cloud environments, with a strong understanding of cloud-based technologies and troubleshooting methodologies • Experience in a medical and/or research environment, with knowledge of DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging, PACS, or RIS **What We Offer:** • A competitive salary and benefits package, including medical, dental, and vision coverage • A comprehensive 401(k) plan, with company match and employee contributions • A generous paid time off policy, including vacation, sick leave, and holidays • Opportunities for professional growth and development, with training and education programs to enhance your skills and knowledge • A dynamic and supportive work environment, with a team of experienced professionals who are passionate about delivering exceptional support experiences • The flexibility to work remotely, with the ability to balance work and personal life **Equal Employment Opportunity:** arenaflex is committed to the principles of equal employment opportunity and is an equal opportunity employer. We are dedicated to ensuring equal employment opportunity for qualified individuals with disabilities and comply with all federal, state, and local laws providing equal employment opportunities and all other employment laws and regulations. **Application Process:** All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of their application. We're excited to hear from you and look forward to reviewing your application! **Apply Now:** If you're passionate about delivering exceptional customer service, troubleshooting complex technical issues, and working in a dynamic remote environment, we want to hear from you! Apply now to join our Night Shift Support team and be a part of our mission to revolutionize the medical imaging industry with our cutting-edge software solutions. Apply Job! Apply for this job