**Experienced Customer Support Analyst - IT Support for Medical Imaging Software - 3rd Shift**

At arenaflex, we're dedicated to revolutionizing the medical imaging software industry with innovative solutions that empower healthcare professionals to deliver exceptional patient care. As a key member of our Night Shift Support team, you'll play a vital role in ensuring our InteleShare application 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 collaboratively with our customers to resolve problems, we want to hear from you! **Job Summary:** We're seeking an experienced Customer Support Analyst to join our Night Shift Support team, providing technical support for our InteleShare application. As a remote position within the USA, you'll work closely with our customers, ranging from major hospital networks to small radiology facilities, to troubleshoot and resolve technical issues related to our software applications, Windows OS, SQL Server databases, and other related technologies. 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 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 effective problem-solving and knowledge sharing * 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 overall support experience for our customers * Install and configure InteleShare software to assist in customer deployments and ensure a seamless onboarding process * Participate in, and potentially lead, ad hoc projects to help improve arenaflex 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:** * Excellent customer service skills * Strong problem-solving and analytical skills * Ability to work collaboratively with customers and internal teams * Excellent communication and interpersonal skills * Ability to work under pressure and manage multiple priorities * Strong attention to detail and ability to maintain accurate records * Ability to learn and adapt quickly to new technologies and processes **Career Growth Opportunities and Learning Benefits:** At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Support Analyst, you'll have opportunities to: * Develop your technical skills and knowledge of our software applications and related technologies * Collaborate with our internal teams to drive continuous improvement and innovation * Participate in knowledge-sharing and training programs to enhance your skills and expertise * Take on new challenges and responsibilities as you grow and develop in your role **Work Environment and Company Culture:** As a remote position within the USA, you'll work from the comfort of your own home, with the flexibility to manage your schedule and work environment. At arenaflex, we're committed to creating a positive and inclusive work culture that values diversity, equity, and inclusion. We believe in fostering a collaborative and supportive environment that encourages open communication, creativity, and innovation. **Compensation, Perks, and Benefits:** We offer a competitive salary and benefits package, including: * Competitive salary and bonus structure * Comprehensive health insurance and wellness programs * Retirement savings plan and matching contributions * Paid time off and holidays * Professional development opportunities and training programs * Flexible work arrangements and remote work options **How to Apply:** If you're passionate about delivering exceptional customer service and troubleshooting complex technical issues, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter, along with any relevant certifications or qualifications, to our online application portal. As part of our application process, you'll be required to complete a 30-minute online assessment to help us better understand your skills and experience. **Equal Employment Opportunity:** arenaflex is an equal employment opportunity employer, committed to complying with all federal, state, and local laws providing equal employment opportunities and all other employment laws and regulations. We're dedicated to creating a diverse and inclusive work environment that values diversity, equity, and inclusion. **Confidentiality:** All your information will be kept confidential according to EEO guidelines. **Remote Work:** This is a remote position within the USA, with the flexibility to manage your schedule and work environment. **Working Hours:** The working hours for this role are 12:00am - 8:00am ET, Thursday to Monday. **Other Duties:** As a Customer Support Analyst, you'll be required to perform other duties as needed to support the success of our Night Shift Support team and arenaflex as a whole. We look forward to hearing from you! Apply for this job