At arenaflex, we're dedicated to revolutionizing the medical imaging industry with our cutting-edge software solutions. As a Customer Support Analyst on our Night Shift Support team, you'll play a vital role in ensuring our software, InteleShare, is working effectively and efficiently for our customers, ranging from major hospital networks to small radiology facilities. If you're passionate about delivering exceptional customer service, troubleshooting complex technical issues, and working collaboratively with our global team, we want to hear from you!
**Job Summary:**
We're seeking an experienced Customer Support Analyst to join our Night Shift Support team, working remotely within the USA. As a key member of our team, you'll be responsible for providing top-notch technical support to our customers, resolving complex issues, and ensuring our software is properly configured and running smoothly. If you're a skilled problem-solver with excellent communication skills and a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity.
**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 track 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 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 benefit the team and improve support operations
* Install and configure InteleShare software to assist in customer deployments and ensure smooth onboarding
* Participate in, and potentially lead, ad hoc projects to help improve InteleShare support operations and drive continuous improvement
**Essential Qualifications:**
* 1-2 years of work experience in Windows administration and technical customer support
* Excellent knowledge of Microsoft Windows operating systems for Servers and Workstations
* Excellent communication skills in English (verbal and written)
* Excellent problem-solving & analytical ability
* Displays high attention to problem description, detail, and impact
* Ability to work under pressure - client-facing
**Preferred Qualifications:**
* Experience running queries in SQL
* Knowledge of Linux
* Excellent knowledge of Mac OS
* Experience with SaaS/cloud environments
* Experience in a medical and/or research environment - DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging - PACS or RIS
**Skills and Competencies:**
* Strong technical skills, with a focus on Windows administration and troubleshooting
* Excellent communication and interpersonal skills, with the ability to work effectively with customers and team members
* Strong problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues
* Ability to work independently and as part of a team, with a focus on delivering exceptional customer service
* Strong attention to detail and ability to maintain accurate records and track progress
* Ability to work under pressure and meet deadlines, with a focus on delivering high-quality results
**Career Growth Opportunities and Learning Benefits:**
* Opportunities for professional growth and development, with a focus on technical skills and leadership development
* Access to ongoing training and education, with a focus on staying up-to-date with the latest technologies and industry trends
* Collaborative and dynamic work environment, with a focus on teamwork and open communication
* Recognition and rewards for outstanding performance and contributions to the team
**Work Environment and Company Culture:**
* Remote work arrangement, with the flexibility to work from home or a designated workspace
* Collaborative and dynamic work environment, with a focus on teamwork and open communication
* Recognition and rewards for outstanding performance and contributions to the team
* Opportunities for professional growth and development, with a focus on technical skills and leadership development
**Compensation, Perks, and Benefits:**
* Competitive salary and benefits package, with a focus on providing a comprehensive and supportive work environment
* Opportunities for professional growth and development, with a focus on technical skills and leadership development
* Recognition and rewards for outstanding performance and contributions to the team
* Collaborative and dynamic work environment, with a focus on teamwork and open communication
**How to Apply:**
If you're passionate about delivering exceptional customer service, troubleshooting complex technical issues, and working collaboratively with our global team, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and a cover letter, to [insert contact information]. We look forward to hearing from you!
**Equal Employment Opportunity:**
arenaflex is an equal employment opportunity employer and is committed to complying with all federal, state, and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees, and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability, and genetic information (including family medical history).
**Confidentiality:**
All your information will be kept confidential according to EEO guidelines.
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