At arenaflex, we're dedicated to revolutionizing the medical imaging industry with our cutting-edge software solutions. As a key member of our Night Shift Support team, you'll play a vital role in ensuring our software is running smoothly and efficiently for our customers across the USA. If you're passionate about delivering exceptional customer service and troubleshooting complex technical issues, we want to hear from you! **About arenaflex** arenaflex is a leading provider of medical imaging software solutions, serving major hospital networks and small radiology facilities alike. Our innovative products and services empower healthcare professionals to deliver high-quality patient care while streamlining their workflow. As a remote Customer Support Analyst, you'll be part of a dynamic team that's passionate about making a difference in the lives of our customers and their patients. **Job Summary** We're seeking an experienced Customer Support Analyst to join our Night Shift Support team, providing technical expertise and exceptional customer service to our InteleShare application users. As a remote position, you'll work closely with customers to troubleshoot technical issues, resolve cases, and ensure our software is properly configured and running effectively. If you're a problem-solver with excellent communication skills and a passion for delivering outstanding customer experiences, we encourage you to apply. **Key Responsibilities** * Respond to client problems (phone/portal) and actively monitor client sites to ensure timely resolution of technical issues * Log and document all incidents within a ticketing system and problems within ServiceNow to maintain accurate records and track progress * Analyze, diagnose root causes, known errors, and resolve challenging issues related 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 to ensure seamless resolution * Manage and exceed customers' expectations by providing excellent service, ensuring that all service level agreements (SLAs) are met and delivered according to Support specifications * Participate in sharing knowledge and publishing Knowledge Base articles to enhance the support experience for our customers * Install and configure InteleShare software to assist in customer deployments and ensure a smooth onboarding process * Participate in, and potentially lead, ad hoc projects to help improve arenaflex support operations and drive continuous improvement **Essential Qualifications** * 1-2 years of work experience in Windows administration and technical customer support * Excellent Knowledge of arenaflex 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 **Preferred Qualifications** * 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 **Skills and Competencies** * Strong technical skills in Windows administration, software applications, and database management * Excellent communication and interpersonal skills, with the ability to work effectively with customers and internal stakeholders * Strong problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues * Ability to work in a fast-paced environment, with multiple priorities and deadlines * Strong attention to detail and organizational skills, with the ability to maintain accurate records and track progress * Ability to work independently, with minimal supervision, and as part of a remote team **Career Growth Opportunities and Learning Benefits** At arenaflex, we're committed to helping our employees grow and develop their careers. As a Customer Support Analyst, you'll have opportunities to: * Develop your technical skills and expertise in Windows administration, software applications, and database management * Participate in training and development programs to enhance your knowledge and skills * Collaborate with cross-functional teams to drive continuous improvement and innovation * Take on new challenges and responsibilities, with opportunities for career advancement and professional growth **Work Environment and Company Culture** As a remote Customer Support Analyst, you'll work from the comfort of your own home, with the flexibility to manage your schedule and work environment. arenaflex is committed to creating a positive and inclusive work culture, with a focus on: * Collaboration and teamwork * Continuous learning and development * Innovation and creativity * Customer-centricity and excellence * Diversity, equity, and inclusion **Compensation, Perks, and Benefits** arenaflex offers a competitive compensation package, including: * Salary: $60,000 - $80,000 per year, depending on experience * Benefits: Medical, dental, and vision insurance, 401(k) matching, and paid time off * Perks: Flexible work schedule, remote work options, and professional development opportunities * Bonus: Eligible for performance-based bonuses and incentives **How to Apply** If you're a motivated and customer-focused individual with a passion for delivering exceptional technical support, we encourage you to apply. Please submit your resume and cover letter, along with any relevant certifications or experience. arenaflex is an equal opportunity employer, committed to diversity, equity, and inclusion. **Confidentiality** All your information will be kept confidential according to EEO guidelines. **Equal Employment Opportunity** arenaflex is committed to the principles of equal employment. We are committed to complying with all federal, state, and local laws providing equal employment opportunities and all other employment laws and regulations. Applicants, employees, and former employees are protected from employment discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age (40 or older), disability, and genetic information (including family medical history). **Americans with Disabilities Act (ADA)** 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. This prohibits discrimination against qualified individuals with disabilities. The ADA defines "disability" as a physical or mental impairment that substantially limits one or more of the major life activities of an individual, a record of such impairment, or being regarded as having such an impairment. **Remote Job** This is a remote position within the USA, with flexible work arrangements and the ability to work from home. 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