Experienced Customer Support Analyst – Medical Imaging Software Support and Troubleshooting Expert – 3rd Shift Remote Opportunity

Introduction to arenaflex

At arenaflex, we are driven by the mission to simplify the flow of information in healthcare, empowering physicians to provide faster diagnoses and improving patient outcomes. Our innovative medical imaging solutions have been recognized globally for their impact, including a Best in KLAS recognition. With a presence in four countries and nearly 800 employees, we are committed to delivering exceptional support to over 2,000 healthcare organizations worldwide. Our goal is to make medical imaging more accessible, thereby enhancing the quality of care and speeding up the diagnosis process.

Job Overview

We are seeking an experienced and skilled Customer Support Analyst to join our Night Shift Support team. As a primary technical resource for our InteleShare application, you will play a critical role in ensuring our software operates effectively and efficiently for our clients, ranging from major hospital networks to small radiology facilities. This is a full-time, exempt, remote position within the USA, involving substantial phone work and partnering directly with customers to resolve technical issues during nights and weekends.

Key Responsibilities

• Respond to client problems via phone and portal, actively monitoring client sites to ensure seamless operation of our medical imaging software.
• Log and document all incidents within our ticketing system and problems within ServiceNow, maintaining meticulous records for future reference and analysis.
• Analyze, diagnose, and resolve challenging technical issues related to software applications, Windows OS, SQL Server databases, and other related technologies, ensuring timely resolution of customer cases.
• Refer incidents to other parties when necessary, demonstrating the ability to recognize the limits of your current skill set and seek additional support when needed.
• Manage and exceed customer expectations by providing exceptional service, ensuring all service level agreements (SLAs) are met and delivered according to Support specifications.
• Participate in sharing knowledge and publishing Knowledge Base articles, contributing to the continuous improvement of our support operations and the development of our team members.
• Install and configure InteleShare software to assist in customer deployments, showcasing your technical expertise and ability to work independently.
• Participate in, and potentially lead, ad hoc projects aimed at improving InteleShare support operations, demonstrating your capacity for leadership and innovation.

Essential Qualifications

• Excellent customer service skills, with the ability to communicate effectively and empathetically with clients.
• 1-2 years of work experience in Windows administration and technical customer support, preferably in a medical imaging or healthcare IT environment.
• Excellent knowledge of Microsoft Windows operating systems for Servers and Workstations, with the ability to troubleshoot and resolve technical issues efficiently.
• Excellent communication skills in English (verbal and written), with the ability to articulate complex technical concepts clearly and concisely.
• Excellent problem-solving and analytical ability, with a strong attention to detail and the capacity to work under pressure in a client-facing role.

Preferred Qualifications

• Experience running queries in SQL, with a basic understanding of database management principles.
• Knowledge of Linux, with experience working in a mixed operating system environment.
• Excellent knowledge of Mac OS, with the ability to support clients using various operating systems.
• Experience with SaaS/cloud environments, with a understanding of the unique challenges and opportunities presented by cloud-based solutions.
• Experience in a medical and/or research environment, with familiarity with DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging, PACS, or RIS.

Career Growth and Learning Benefits

At arenaflex, we are committed to the growth and development of our team members. As a Customer Support Analyst, you will have access to a range of training and development opportunities, including:

• Ongoing technical training and certification programs, designed to enhance your skills and knowledge in medical imaging and healthcare IT.
• Professional development workshops and seminars, focused on topics such as customer service, communication, and leadership.
• Mentorship programs, pairing you with experienced colleagues who can provide guidance and support in your role.
• Opportunities for career advancement, with a clear path for progression within the company.

Work Environment and Company Culture

At arenaflex, we pride ourselves on our dynamic and supportive work environment. As a remote team member, you will be part of a global community of professionals who are passionate about delivering exceptional support to our clients. Our company culture is built on the values of:

• Collaboration and teamwork, with a focus on shared goals and objectives.
• Innovation and creativity, with a willingness to embrace new ideas and approaches.
• Customer-centricity, with a commitment to delivering exceptional service and support.
• Diversity and inclusion, with a respect for the unique perspectives and experiences of our team members.

Compensation, Perks, and Benefits

At arenaflex, we offer a competitive compensation package, including:

• A salary range that reflects your experience and qualifications.
• A comprehensive benefits package, including health, dental, and vision insurance, as well as a 401(k) retirement plan.
• A range of perks and incentives, including flexible working hours, remote work options, and access to cutting-edge technology and tools.
• Opportunities for professional development and growth, with a focus on ongoing learning and skill development.

Conclusion

If you are a motivated and experienced Customer Support Analyst looking for a new challenge, we encourage you to apply for this exciting opportunity at arenaflex. With our commitment to innovation, customer-centricity, and employee growth, we offer a unique and rewarding work environment that will allow you to thrive and succeed. Join our team and become part of a global community of professionals who are passionate about delivering exceptional support to our clients and making a positive impact in the healthcare industry.