Medical Software Technical support
il y a 6 jours
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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