Medical Software Technical support

il y a 2 jours

Casablanca, Casablanca-Settat, Maroc PaxeraHealth Temps plein

Job Overview

We are seeking a highly skilled and motivated PACS/RIS Technical Support Specialist to join our team. As a PACS/RIS Technical Support Specialist, you will play a crucial role in providing technical assistance and support to customers. Your responsibilities will include troubleshooting issues, resolving software and hardware-related problems, and ensuring the efficient operation of PACS within healthcare environments.

Job Description:

  • Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps.

  • Improves client references by writing and maintaining documentation.

  • Participates in development of client training programs by identifying learning issues; recommending instructional language.

  • Accommodates client disabilities by recommending devices and techniques.
  • Avoids legal challenges by monitoring compliance with service agreements.
  • Improves system performance by identifying problems; recommending changes.
  • Updates job knowledge by participating in educational opportunities; maintaining personal networks.
  • Accomplishes information systems and organization mission by completing related results as needed.
  • Research required information using available resources;
  • Follow standard processes and procedures;
  • Identify and escalate priority issues per Client specifications;
  • Redirect problems to appropriate resource;
  • Accurately process and record call transactions using a computer and designated tracking software;
  • Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business;
  • Organize ideas and communicate oral messages appropriate to listeners and situations;
  • Follow up and make scheduled call backs to customers where necessary;
  • Stay current with system information, changes and updates
  • Research and identify solutions to software and hardware issues
  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Ask customers targeted questions to quickly understand the root of the problem
  • Track computer system issues through to resolution, within agreed time limits
  • Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue
  • Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals
  • Maintain jovial relationships with clients
Job Requirements
  • Bachelor's degree in Information Technology, Computer Science, biomedical engineering or a related field.
  • Proven experience of 2-5 Years in technical support, preferably in a healthcare setting with a focus on PACS&RIS.
  • Strong knowledge of PACS systems, DICOM, and HL7 standards.
  • Proficient in troubleshooting software and hardware issues.
  • Excellent communication skills, both written and verbal.
  • Ability to work independently and collaboratively in a team environment.
  • Relevant certifications are a plus.
  • CVs must be submitted in both English and French.

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