At arenaflex, we believe that the path to answers in healthcare should be clear, whether you are waiting for a diagnosis or trying to expedite one. Our medical imaging solutions streamline the flow of information, simplifying complex processes, maximizing efficiencies, and shining a light on the unknown. We empower physicians to get patients the answers they need faster and improve outcomes for everyone. With more accessible imaging, we are 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. Job Description We are seeking an experienced Customer Support Analyst to join our Night Shift Support team, supporting the arenaflex application. As a primary technical resource for arenaflex customers, you will play an integral role in ensuring our software is properly configured and is working effectively and efficiently at all times. You will be responsible for real-time troubleshooting of arenaflex software and be expected to resolve cases submitted by our customers in a timely manner. This is a remote position within the USA and involves substantial phone work, partnering directly with customers to problem-solve technical issues covering nights & weekends. 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’ expectation 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 arenaflex software to assist in customer deployments * Participate in, and potentially lead, ad hoc projects to help improve arenaflex support operations * All the 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 Essential 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 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 and troubleshooting * Excellent communication and problem-solving skills * Ability to work in a fast-paced environment and meet deadlines * Strong analytical and critical thinking skills * Ability to work independently and as part of a team * Strong attention to detail and organizational skills Career Growth Opportunities and Learning Benefits: * arenaflex is committed to the growth and development of our employees. We offer a range of training and development programs to help you advance your career. * Opportunities for career advancement and professional growth * Collaborative and dynamic work environment * Access to cutting-edge technology and tools * Opportunities for professional development and certification Work Environment and Company Culture: * arenaflex is a remote-friendly company, with a flexible and dynamic work environment. * Our company culture is built on a foundation of collaboration, innovation, and customer-centricity. * We value diversity, equity, and inclusion, and strive to create a workplace that is welcoming and inclusive for all employees. * We offer a range of benefits and perks, including flexible work arrangements, professional development opportunities, and a comprehensive benefits package. Compensation, Perks, and Benefits: * Competitive salary and benefits package * Flexible work arrangements and remote work options * Professional development opportunities and training programs * Comprehensive benefits package, including medical, dental, and vision insurance * 401(k) matching program * Paid time off and holidays * Access to cutting-edge technology and tools Conclusion: If you are a motivated and customer-focused individual with a passion for technical support, we encourage you to apply for this exciting opportunity. As a Customer Support Analyst at arenaflex, you will have the opportunity to work with a talented team of professionals, develop your skills and expertise, and make a meaningful contribution to the success of our company. Apply now to join our team and start your career with arenaflex! How to Apply: To apply for this position, please submit your resume and a cover letter outlining your qualifications and experience. We look forward to hearing from you! 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