Takes a self-directed role in the support and resolution of technical issues within the installed base
Takes inbound calls and makes outbound calls
Assess complex problems, collects data, establish facts, and documents detailed and accurate information about issues, troubleshooting steps and resolution into CRM
Owns the customer support experience and resolves customer satisfaction issues by designing & implementing solutions to complex technical problems
Escalates, owns, and remains focused in driving the resolution of issues through the appropriate channels and teams members, using highly effective communication skills
Improves customer satisfaction and company profitability by responding quickly to issues, providing frequent and informed updates and resolving issues in a timely manner
Provides direct input to help continue building the internal and customer facing knowledgebase by documenting root cause & solution details for technical support issues
Performs preventative maintenance activities & remote software upgrades to ensure system stability for customers

Requirements

Knowledge of computer hardware such as: workstations, servers & storage devices required
Strong knowledge of workstation & server OS platforms, Network infrastructure and communication protocols required
Customer service, documentation & communication skills required
Ability to manage & prioritize multiple work assignments with minimal supervision required
Work cohesively and effectively in a team environment with employees from all levels within an organization required
1-3 years experience using/administering medical information systems such as: RIS, PACS, HIS or EMR solutions preferred.
Understanding of clinical workflow in a medical imaging environment preferred.
Database technologies such as: SQL, DB2 & Oracle preferred.
Familiarity with DICOM and/or HL-7 standards preferred.
Basic scripting languages such as: Bash, Korn, VB, Java & Perl preferred.

Benefits

Remote first / work from home culture
Flexible vacation to help you rest, recharge, and connect with loved ones
Paid leave benefits
Health, dental, and vision insurance
401k retirement savings plan
Infertility benefits
Tuition reimbursement, life insurance, EAP – and more!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

computer hardwareworkstation OSserver OSnetwork infrastructurecommunication protocolsmedical information systemsSQLDB2Oraclescripting languages

Soft Skills

customer servicedocumentation skillscommunication skillstime managementprioritizationteam collaborationproblem-solvingself-directioncustomer satisfaction focuseffective communication