At arenaflex, we're dedicated to revolutionizing the medical imaging software industry with our cutting-edge 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!
**About arenaflex**
arenaflex is a leading provider of medical imaging software solutions, serving major hospital networks and small radiology facilities across the globe. Our mission is to empower healthcare professionals with innovative technology that streamlines their workflow, improves patient outcomes, and enhances the overall patient experience. We're committed to fostering a culture of excellence, collaboration, and continuous learning, and we're excited to welcome talented individuals like you to our team.
**Job Summary**
As a Customer Support Analyst on our Night Shift Support team, you'll be the primary technical resource for our InteleShare application, providing real-time troubleshooting and resolving cases submitted by our customers in a timely manner. You'll work closely with customers to problem-solve technical issues, ensuring that all service level agreements (SLAs) are met and delivered according to Support specifications. This is a remote position within the USA, involving substantial phone work and partnering directly with customers to resolve technical issues covering nights & weekends.
**Key Responsibilities**
* Respond to client problems (phone/portal) and actively monitor client sites
* Log and document all incidents within a ticketing system and problems within ServiceNow
* 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
* Manage and exceed customers' expectations by providing excellent service
* Ensure that all service level agreements (SLAs) are met and delivered according to Support specifications
* Participate in sharing knowledge and publishing Knowledge Base articles
* Install and configure InteleShare software to assist in customer deployments
* Participate in, and potentially lead, ad hoc projects to help improve InteleShare support operations
* All work is done remotely through secure connections and via phone and remote desktop-sharing
**Working Hours and Schedule**
The working hours for this role are 12:00am - 8:00am ET, Thursday to Monday. You'll be working in a dynamic remote environment, collaborating with our global team to deliver exceptional customer support.
**Employment Requirements**
* Excellent customer service skills
* 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
**Bonus Skills**
* Experience running queries in SQL
* Knowledge of Linux
* Excellent Knowledge 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
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping you grow and develop your skills. You'll have access to:
* Ongoing training and development programs to enhance your technical skills and knowledge
* Opportunities to participate in ad hoc projects and contribute to the improvement of our support operations
* Collaborative and dynamic work environment with a global team of experts
* Flexible work arrangements to support your work-life balance
* Competitive compensation and benefits package
**Work Environment and Company Culture**
arenaflex is a remote-friendly company, with a global team of experts working together to deliver exceptional customer support. We're committed to fostering a culture of excellence, collaboration, and continuous learning. Our company values include:
* Customer-centric approach
* Innovation and creativity
* Collaboration and teamwork
* Continuous learning and development
* Diversity and inclusion
**Compensation, Perks, and Benefits**
We offer a competitive compensation package, including:
* Competitive salary
* Comprehensive benefits package
* Flexible work arrangements
* Ongoing training and development programs
* Opportunities for career growth and advancement
**How to Apply**
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! Please submit your application, including your resume and a cover letter, through our online application portal. All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of their application.
**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. 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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