At arenaflex, we're on a mission to revolutionize the way healthcare organizations access and utilize medical imaging solutions. As a skilled Customer Support Analyst - IT Support, you'll play a vital role in ensuring the seamless operation of our innovative InteleShare application. This is a unique opportunity to join a dynamic team of experts who share your passion for delivering exceptional customer experiences.
**About arenaflex**
arenaflex is a leading provider of medical imaging solutions, empowering healthcare organizations to streamline complex processes, maximize efficiencies, and improve patient outcomes. With a strong presence in Raleigh, NC, and Montreal, we've grown to nearly 800 employees across four countries, serving nearly 2,000 healthcare organizations worldwide. Our commitment to innovation and customer satisfaction has earned us a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report.
**Job Description**
As a Customer Support Analyst - IT Support, you'll be the primary technical resource for InteleShare customers, ranging from major hospital networks to small radiology facilities. You'll be part of our Night Shift Support team, ensuring our software is properly configured and working effectively and efficiently at all times. Your responsibilities will include:
* 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 InteleShare software to assist in customer deployments
* Participating in, and potentially leading, 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 and Environment**
The working hours for this role are 12:00am - 8:00am ET, Thursday to Monday. You'll be working in a remote office environment, with a focus on delivering exceptional customer experiences through phone and remote desktop-sharing.
**Qualifications**
To succeed in this role, you'll need:
* 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, the following skills will be beneficial:
* 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
**Career Growth Opportunities and Learning Benefits**
At arenaflex, we're committed to helping you grow and develop your skills. As a Customer Support Analyst - IT Support, you'll have opportunities to:
* Participate in training and development programs to enhance your technical skills
* Collaborate with cross-functional teams to improve support operations and customer experiences
* Contribute to knowledge-sharing initiatives and publish articles in our Knowledge Base
* Take on leadership roles in ad hoc projects to drive process improvements and innovation
**Work Environment and Company Culture**
arenaflex is a dynamic and inclusive workplace that values diversity, equity, and inclusion. We're committed to creating a culture that's supportive, collaborative, and empowering. Our remote office environment is designed to foster creativity, innovation, and productivity.
**Compensation, Perks, and Benefits**
We offer a competitive salary, comprehensive benefits package, and a range of perks to support your well-being and career growth. These include:
* Competitive salary and bonus structure
* Comprehensive health, dental, and vision insurance
* 401(k) retirement plan with company match
* Flexible work arrangements and remote work options
* Professional development opportunities and training programs
* Access to cutting-edge technology and tools
* Collaborative and inclusive work environment
**How to Apply**
If you're a motivated and customer-focused individual with a passion for delivering exceptional support experiences, we encourage you to apply. Even if you feel you're not a perfect match, we'd love to hear from you. Please submit your application, including your resume and a cover letter, through our online portal.
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer, committed to complying with all federal, state, and local laws providing equal employment opportunities and all other employment laws and regulations. We're dedicated to the fulfillment of this policy regarding all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training, promotion, rates of pay, and other compensation, termination, and all other terms, conditions, and privileges of employment.
**Confidentiality**
All your information will be kept confidential according to EEO guidelines.
**Online Assessment**
All applicants meeting minimum qualifications will be required to complete a 30-minute online assessment as part of your application.
**Let's Connect!**
We're excited to connect with you and explore how you can contribute to our mission to revolutionize healthcare imaging solutions. Apply now and join our team of passionate and dedicated professionals!