**Experienced Customer Support Analyst - IT Support for Medical Imaging Software - 3rd Shift Remote Position**

At arenaflex, we're dedicated to revolutionizing the path to answers in healthcare by streamlining complex processes, maximizing efficiencies, and shining a light on the unknown. Our medical imaging solutions empower physicians to get patients the answers they need faster, ultimately improving outcomes for everyone. With more accessible imaging, we're getting patients out of the dark. Headquartered in Raleigh, NC and Montreal, arenaflex has nearly 800 employees located in offices across four countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. arenaflex's modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report. **Join our Night Shift Support team as a Customer Support Analyst and play a vital role in ensuring our software is properly configured and working effectively and efficiently at all times.** **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 IntelShare support operations * All work is done remotely through secure connections and via phone and remote desktop-sharing **Working Hours:** * The working hours for this role are 12:00am - 8:00am ET Thursday to Monday **Qualifications:** * 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:** * arenaflex is committed to the growth and development of our employees. As a Customer Support Analyst, you'll have the opportunity to work on a wide range of technical issues, develop your problem-solving skills, and learn from our experienced team members. * arenaflex offers a comprehensive training program to help you get up to speed with our software and systems. * You'll have the opportunity to work on ad hoc projects to help improve IntelShare support operations and contribute to the development of our support team. **Work Environment and Company Culture Highlights:** * arenaflex is a remote-friendly company, and this role is no exception. You'll have the flexibility to work from the comfort of your own home, with the support of our team and the latest technology. * arenaflex is committed to creating a positive and inclusive work environment. We believe in the importance of work-life balance and offer a range of benefits to support your well-being. * arenaflex is a dynamic and fast-paced company, and we're always looking for ways to improve and innovate. As a Customer Support Analyst, you'll be part of a team that's passionate about delivering exceptional customer service and making a difference in the lives of our customers. **Compensation, Perks, and Benefits:** * arenaflex offers a competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off. * arenaflex is committed to providing a comprehensive benefits package that supports the well-being of our employees and their families. * arenaflex offers a range of perks and benefits, including flexible work arrangements, professional development opportunities, and access to the latest technology and tools. **Equal Employment Opportunity:** * arenaflex is committed to the principles of equal employment and is an equal opportunity employer. We're dedicated to creating a diverse and inclusive work environment that values and respects the contributions of all employees. * arenaflex is committed to complying with all federal, state, and local laws providing equal employment opportunities and all other employment laws and regulations. * arenaflex is committed to ensuring equal employment opportunity for qualified individuals with disabilities. arenaflex uses the Americans with Disabilities Act (“ADA”) as a standard for global recruiting and hiring purposes. **How to Apply:** If you're a motivated and customer-focused individual with a passion for technical support, we'd love to hear from you! Please submit your application, including your resume and a cover letter, to [insert contact information]. arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. **Note:** * All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of their application. * arenaflex is committed to keeping all applicant information confidential according to EEO guidelines. Apply for this job