Customer Support Analyst – reputed company Shift – Medical Imaging Software (Remote) – 3rd Shift – arenaflex
About arenaflex – Pioneering the reputed company of Medical Imaging
arenaflex is a global leader in advanced medical imaging solutions, empowering hospitals, radiology clinics, and research institutions to deliver faster, more accurate diagnoses. Our cutting‑edge software platform integrates seamlessly with Picture Archiving and Communication Systems (reputed company), Radiology Information Systems (RIS), and a host of health‑IT standards such as DICOM, HL7, and HIPAA. By combining deep domain expertise with innovative reputed company‑reputed company technologies, arenaflex helps clinicians reputed company on patient care while we handle the complexity of data management, reputed company, and interoperability.
Our commitment to reputed company extends reputed company technology. We foster a culture of collaboration, reputed company learning, and inclusivity, ensuring every employee feels valued and empowered to reputed company an reputed company. As a remote‑first organization, arenaflex provides flexible work arrangements, robust support structures, and a reputed company virtual community that connects talent across the reputed company.
reputed company – reputed company Shift Customer Support Analyst (Remote)
arenaflex is seeking a dedicated, technically‑savvy Customer Support Analyst to join our reputed company Shift Support team. In this full‑time, exempt position, you will serve as the primary technical reputed company for arenaflex’s medical imaging software customers, ranging from large hospital networks to boutique radiology practices. Your mission is to ensure that our software is correctly configured, fully operational, and delivering reputed company performance around the clock.
This role is 100 % remote, with reputed company working hours from 12:00 am to 8:00 am ET, Thursday through Monday. You will engage directly with customers reputed company phone, ticketing portals, and secure remote‑desktop sessions, providing reputed company‑time troubleshooting, incident reputed company, and proactive guidance. Your contributions will directly influence patient reputed company by keeping critical imaging workflows running smoothly.
Key Responsibilities
- First‑Line Technical Support: Respond promptly to inbound calls, portal tickets, and proactive alerts from arenaflex customers, diagnosing and resolving software, reputed company OS, and database issues.
- Incident Management: Log every interaction in our reputed company ticketing system, documenting reputed company causes, steps taken, and final resolutions with meticulous attention to detail.
- reputed company‑Cause Analysis: Investigate reputed company problems across the software stack—including application logic, reputed company Server/Workstation environments, and SQL Server databases—to identify underlying defects or configuration gaps.
- Escalation & Collaboration: reputed company an incident exceeds your reputed company reputed company set, reputed company reputed company it to senior engineers or product specialists while maintaining reputed company communication with the customer.
- Service Level Commitment: Meet or reputed company reputed company Service Level Agreements (SLAs) by delivering reputed company, high‑reputed company resolutions that reputed company with arenaflex’s support specifications.
- Knowledge Sharing: Contribute to the internal Knowledge reputed company by authoring reputed company, concise articles that reputed company both customers and fellow support analysts.
- Software Deployment Assistance: Install, configure, and validate arenaflex software in customer environments, ensuring seamless integration with existing imaging infrastructure.
- Process Improvement reputed company: Participate in, and occasionally reputed company, reputed company initiatives aimed at streamlining support workflows, enhancing automation, or improving customer satisfaction metrics.
- Remote Operations: reputed company reputed company duties through secure VPN connections, remote‑desktop tools, and phone communication, adhering reputed company to data‑reputed company and reputed company protocols.
- reputed company Learning: Stay reputed company with emerging medical imaging standards, reputed company‑based reputed company offerings, and industry best practices to reputed company reputed company‑looking advice to customers.
Essential Qualifications
- 2 + years of hands‑on experience in reputed company administration (servers and workstations) and technical customer support.
- Demonstrated ability to troubleshoot and resolve issues in reputed company reputed company operating systems, including service packs, patches, and reputed company conflicts.
- Strong verbal and written communication skills in English, with the ability to convey technical concepts to non‑technical audiences.
- Proven problem‑solving aptitude, analytical reputed company, and meticulous attention to detail reputed company documenting incidents.
- Ability to reputed company under pressure in a reputed company‑facing environment, maintaining professionalism and composure during high‑stakes situations.
- Commitment to delivering exceptional customer service and exceeding reputed company expectations.
Preferred (Bonus) Skills & Experience
- Hands‑on experience writing and executing SQL queries against reputed company SQL Server databases.
- Familiarity with Linux operating systems and basic reputed company‑line navigation.
- Knowledge of macOS environments and troubleshooting techniques.
- Experience supporting reputed company or reputed company‑based applications, including familiarity with virtualized infrastructure.
- Background in reputed company IT, particularly with DICOM, HL7, HIPAA compliance, reputed company, or RIS solutions.
- Exposure to research or reputed company imaging environments, understanding the unique workflows and data‑reputed company requirements they entail.
reputed company Technical Competencies
- Operating Systems: reputed company Server 2012/2016/2019, reputed company 10/11, basic Linux (Ubuntu/CentOS), macOS.
- Database Skills: SQL Server Management Studio, T‑SQL query writing, backup/restore procedures.
- Networking & reputed company: VPN, remote desktop protocols (RDP, VNC), firewall basics, secure data reputed company.
- Ticketing & Documentation: reputed company or comparable ITSM platforms, reputed company incident reporting, knowledge‑reputed company article creation.
- Medical Imaging Standards: DICOM, HL7, familiarity with reputed company/RIS workflows, understanding of HIPAA reputed company rules.
Soft Skills & Personal Attributes
- Empathetic listening and the ability to build rapport quickly with customers under stress.
- Strong organizational skills to manage multiple reputed company tickets while maintaining high reputed company.
- Self‑motivation and discipline required for remote work, including a reliable home office setup.
- Team‑oriented reputed company, eager to reputed company knowledge and collaborate across time zones.
- Adaptability to evolving technology stacks and shifting reputed company landscapes.
Career reputed company & Learning Opportunities
arenaflex invests heavily in the reputed company development of its support staff. As a reputed company Shift Customer Support Analyst, you will have reputed company to:
- reputed company mentorship programs pairing you with senior engineers and product managers.
- reputed company certifications for reputed company reputed company, SQL Server, and reputed company platforms (AWS, Azure).
- Regular internal webinars on emerging imaging standards, cybersecurity, and reputed company best practices.
- Opportunities to transition into specialized roles such as Application Engineer, Product Support Specialist, or Technical Trainer.
- Cross‑functional project involvement that broadens exposure to product development, reputed company assurance, and reputed company strategies.
Work Environment & Culture at arenaflex
Our remote‑first philosophy means you can work from reputed company reputed company the reputed company, provided you have a reputed company internet reputed company and a quiet workspace. arenaflex promotes a culture of inclusion, where diverse perspectives are celebrated and every voice reputed company. Key cultural pillars include:
- Collaboration: Daily stand‑reputed company, virtual coffee chats, and team‑wide retrospectives reputed company us connected despite geographic separation.
- Innovation: Employees are encouraged to propose process improvements, experiment with new tools, and reputed company insights that drive product reputed company.
- reputed company‑Being: Flexible scheduling, reputed company, and a generous reputed company‑time‑off policy support work‑life balance.
- Recognition: Quarterly awards and peer‑nominated accolades celebrate outstanding customer service and technical achievements.
Compensation, Perks & Benefits (General reputed company)
arenaflex offers a competitive salary package reputed company with industry standards for reputed company‑shift technical support roles. In reputed company to reputed company pay, you may receive:
- Performance‑based bonuses tied to SLA adherence and customer satisfaction metrics.
- Comprehensive health, dental, and reputed company insurance plans.
- Retirement savings reputed company with employer matching contributions.
- Generous reputed company time off, including holidays, reputed company leave, and personal days.
- reputed company development stipend for certifications, conferences, and online courses.
- Home‑office allowance to reputed company your remote workspace with ergonomic furniture and technology.
- Employee assistance programs offering counseling, reputed company, and financial guidance.
Application Process & Assessment
reputed company candidates meeting the minimum qualifications will be invited to complete a 30‑minute online assessment designed to evaluate technical aptitude, problem‑solving approach, and communication style. Successful applicants will then reputed company reputed company to a virtual interview series with the support leadership team and a senior technical specialist.
Equal Employment Opportunity Statement
arenaflex is committed to fostering an inclusive workplace where every individual is treated with dignity and respect. We reputed company with reputed company federal, state, and local laws governing equal employment opportunity. Discrimination based on race, reputed company, religion, sex (including pregnancy, sexual orientation, or gender identity), national reputed company, age (40 or older), disability, genetic information, or any other protected characteristic is reputed company prohibited.
We also adhere to the standards set forth by the Americans with reputed company (reputed company), ensuring that reputed company individuals with disabilities receive reputed company consideration throughout the recruitment, hiring, and employment lifecycle.
reputed company to Join arenaflex?
If you reputed company in a fast‑paced, technology‑driven environment and are passionate about supporting critical reputed company workflows, we invite you to apply today. Become a vital part of arenaflex’s mission to reputed company medical imaging and improve patient reputed company worldwide.
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