Experienced Full Stack Customer Support Analyst - IT Support for arenaflex

At arenaflex, we're revolutionizing the way healthcare organizations access and utilize medical imaging solutions. Our cutting-edge technology streamlines complex processes, maximizes efficiencies, and shines a light on the unknown, empowering physicians to get patients the answers they need faster and improve outcomes for everyone. With a strong presence in Raleigh, NC, and Montreal, arenaflex has nearly 800 employees located in offices across four countries, serving nearly 2,000 healthcare organizations worldwide. 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. As a Customer Support Analyst - IT Support, you'll be the primary technical resource for arenaflex customers, ranging from major hospital networks to small radiology facilities. This is a remote position within the USA, involving substantial phone work, partnering directly with customers to problem-solve technical issues covering nights & weekends.

Job Description

We're seeking an experienced and skilled Customer Support Analyst - IT Support to join our team. As a key member of our Night Shift Support team, you'll be responsible for:

• Responding to client problems (phone/portal) and actively monitoring client sites
• Logging and documenting all incidents within a ticketing system and problems within ServiceNow
• Analyzing, diagnosing root causes, known errors, and resolving challenging issues relating to software applications, Windows OS, SQL Server databases, and other related technologies
• Referencing incidents to other parties when an incident is beyond your current skill-set
• Managing and exceeding customers' expectations by providing excellent service
• Ensuring that all service level agreements (SLAs) are met and delivered according to Support specifications
• Participating in sharing knowledge and publishing Knowledge Base articles
• Installing and configuring arenaflex software to assist in customer deployments
• Participating in, and potentially leading, ad hoc projects to help improve arenaflex support operations
• All work is done remotely through secure connections and via phone and remote desktop-sharing
• The working hours for this role are 12:00am - 8:00am ET Thursday to Monday
• Other duties as needed

Qualifications

We're looking for an individual with:

• 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

While not required, having experience in the following areas will be a bonus:

• 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

Additional Information

All your information will be kept confidential according to EEO guidelines. All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of your application. arenaflex is committed to the principles of equal employment and is dedicated to ensuring equal employment opportunity for qualified individuals with disabilities.

Why Join arenaflex?

* Competitive salary reflecting your skills and experience

• Opportunity to work with a cutting-edge technology company
• Remote work environment with flexible hours
• Collaborative and dynamic team environment
• Opportunities for career growth and professional development
• Comprehensive benefits package, including health, dental, and vision insurance
• 401(k) matching program
• Paid time off and holidays
• Access to cutting-edge technology and training opportunities

How to Apply

If this role sounds like a perfect fit, don't hesitate. Apply today and let's build the future together. Apply To This Job

We Want to Hear From You!

At arenaflex, we're passionate about creating a workplace that's inclusive, diverse, and supportive. We believe that everyone deserves an equal opportunity to succeed, regardless of their background, culture, or identity. If you're passionate about delivering exceptional customer service, working with cutting-edge technology, and making a difference in the lives of patients and healthcare professionals, we want to hear from you! Apply for this job