Introduction to arenaflex
arenaflex is a leading provider of innovative medical imaging software solutions, dedicated to enhancing patient care and outcomes. Our team is passionate about delivering exceptional support to our customers, ranging from major hospital networks to small radiology facilities. As a key player in the healthcare technology industry, we are committed to ensuring our software is always working effectively and efficiently. To achieve this, we are seeking an experienced Customer Support Analyst to join our Night Shift Support team, providing top-notch technical assistance to our valued customers.
Job Overview
In this critical role, you will serve as the primary technical resource for our customers, providing real-time troubleshooting and resolving cases in a timely manner. As a member of our remote team, you will work closely with customers to problem-solve technical issues, ensuring seamless functionality of our medical imaging software. This is an exciting opportunity to join a dynamic team and contribute to the success of our customers in the healthcare industry.
Key Responsibilities
- Respond to client problems via phone and portal, actively monitoring client sites to ensure prompt issue resolution
- Log and document all incidents within our ticketing system and problems within ServiceNow, maintaining accurate records and tracking progress
- Analyze, diagnose, and resolve challenging issues related to software applications, Windows OS, SQL Server databases, and other related technologies, referring incidents to other parties when necessary
- Manage and exceed customer expectations by providing excellent 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 growth and development of our support operations
- Install and configure our medical imaging software to assist in customer deployments, ensuring smooth transitions and minimal downtime
- Participate in, and potentially lead, ad hoc projects to help improve support operations, driving process improvements and enhancing customer satisfaction
Requirements and Qualifications
To be successful in this role, you will need:
- Excellent customer service skills, with the ability to communicate effectively with customers and internal stakeholders
- 1-2 years of work experience in Windows administration and technical customer support, with a strong understanding of Microsoft Windows operating systems for Servers and Workstations
- Excellent communication skills in English (verbal and written), with the ability to articulate complex technical concepts in a clear and concise manner
- Excellent problem-solving and analytical ability, with a strong attention to detail and the ability to work under pressure in a client-facing environment
Bonus Skills
While not required, the following skills and experience are highly desirable:
- Experience running queries in SQL, with a strong understanding of database management and optimization
- Knowledge of Linux, with experience working in a mixed-OS environment
- Excellent knowledge of Mac OS, with experience supporting Apple devices in a healthcare setting
- Experience with SaaS/cloud environments, with a strong understanding of cloud-based infrastructure and security
- Experience in a medical and/or research environment, with knowledge of DICOM, HL7, HIPAA, Healthcare IT (HIT), medical imaging, PACS, or RIS
Career Growth and Development
At arenaflex, we are committed to the growth and development of our team members. As a Customer Support Analyst, you will have access to ongoing training and professional development opportunities, including:
- Comprehensive onboarding and training program, ensuring you have the skills and knowledge needed to succeed in your role
- Ongoing coaching and mentoring, with regular feedback and performance evaluations
- Opportunities for career advancement, with a clear path for professional growth and development
- Access to industry-leading training and certification programs, enhancing your skills and knowledge in medical imaging software and healthcare technology
Work Environment and Company Culture
arenaflex is a dynamic and innovative company, with a strong focus on customer satisfaction and employee engagement. As a remote team member, you will be part of a collaborative and supportive environment, with regular virtual team meetings and social events. Our company culture is built on the following values:
- A commitment to excellence, with a focus on delivering exceptional customer service and support
- A passion for innovation, with a drive to continuously improve and enhance our products and services
- A culture of collaboration, with a strong emphasis on teamwork and communication
- A dedication to employee growth and development, with a focus on providing opportunities for professional growth and advancement
Compensation and Benefits
arenaflex offers a competitive compensation package, with a range of benefits and perks, including:
- Competitive salary and bonus structure, with opportunities for overtime and shift differentials
- Comprehensive benefits package, including medical, dental, and vision insurance, as well as 401(k) matching and retirement savings plans
- Flexible work arrangements, with the ability to work from home and set your own schedule
- Opportunities for professional growth and development, with access to training and certification programs
- A dynamic and supportive work environment, with a focus on employee engagement and satisfaction
Conclusion
If you are a motivated and experienced Customer Support Analyst, with a passion for delivering exceptional technical support and a strong understanding of medical imaging software, we encourage you to apply for this exciting opportunity. As a member of the arenaflex team, you will be part of a dynamic and innovative company, with a commitment to excellence and a focus on customer satisfaction. Don't miss out on this chance to join our team and contribute to the success of our customers in the healthcare industry. Apply now and take the first step towards a rewarding and challenging career with arenaflex.
Apply Now