At arenaflex, we're dedicated to revolutionizing the medical imaging software industry with our cutting-edge technology and exceptional customer support. As a key member of our Night Shift Support team, the Customer Support Analyst will play a vital role in ensuring our software, InteleShare, is properly configured and working effectively and efficiently at all times. If you're passionate about delivering top-notch customer service and troubleshooting technical issues, we want to hear from you!
**Job Summary:**
We're seeking an experienced Customer Support Analyst to join our remote team, working 12:00am - 8:00am ET, Thursday to Monday. As a primary technical resource for InteleShare customers, you'll be responsible for real-time troubleshooting, resolving cases, and providing excellent service to our clients. If you're a skilled problem-solver with a passion for 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
* Log and document all incidents within a ticketing system and problems within ServiceNow to maintain accurate records
* 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 exceptional service and ensuring all service level agreements (SLAs) are met
* Participate in sharing knowledge and publishing Knowledge Base articles to 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 innovation
**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 in Windows administration, software applications, and database management
* Excellent communication and problem-solving skills
* Ability to work independently and as part of a remote team
* Strong analytical and diagnostic skills to resolve complex technical issues
* Ability to prioritize tasks and manage multiple cases simultaneously
* Strong attention to detail and ability to maintain accurate records
**Career Growth Opportunities and Learning Benefits:**
* Opportunities for professional growth and development in a dynamic and innovative company
* Access to ongoing training and development programs to enhance technical skills and knowledge
* Collaborative and supportive work environment with a team of experienced professionals
* Flexible work arrangements and remote work options to balance work and personal life
**Work Environment and Company Culture:**
* arenaflex is a remote-first company, offering flexible work arrangements and a collaborative work environment
* Our team is passionate about delivering exceptional customer service and support, and we're committed to creating a positive and inclusive work culture
* We prioritize work-life balance and offer flexible scheduling to ensure our employees can manage their personal and professional responsibilities
**Compensation, Perks, and Benefits:**
* Competitive salary and benefits package
* Opportunities for professional growth and development
* Flexible work arrangements and remote work options
* Access to ongoing training and development programs
* Collaborative and supportive work environment
**How to Apply:**
If you're a motivated and experienced Customer Support Analyst looking for a new challenge, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications. All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of the application process.
**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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