Join our passionate team of professionals as we continue to grow!
Don't miss out on this great opportunity to work for a leading medical IT developer with a world-class reputation. We seek an individual who will embrace our culture of excellence, service and integrity.
This is a remote position located in Australia for our company that is located in Newton MA, USA
MUST HAVE MEDICAL IMAGING CUSTOMER CARE EXPERIENCE
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
* Acts as 2nd level advanced Paxera product software support to clients, L1 technical support and implementations.
* Works to exceed customer's service expectations and deliver best in KLAS service.
* Responds to user requests for service and investigates error messages to determine nature and extent of support needed.
* Documents and escalates unresolved problem tickets to appropriate department for issue resolution.
* Attends conferences, exhibitions and trade shows as needed to ensure technical issues are resolved timely.
* Prepares weekly activity reports as needed for customer or sales.
* Provides immediate notification to Technical Support Manager and team regarding major service failures or customer system outages.
* Maintains training on PaxeraHealth's products, policies and procedures.
* Maintains training on the latest technologies ensuring that own expertise and knowledge in the support, operation and installation of any application of Paxera products and programs is maintained.
* Utilizes advanced tools to analyze network communication affecting the use of Paxera's applications.
* Troubleshoots, configures and installs PaxeraHealth's family of products for clients and potential clients ensuring a high level of customer satisfaction is maintained.
* Performs hardware/software upgrades to existing computer equipment as needed.
* Provides proactive service based on system monitoring information.
* Performs technical tasks in assisting with project implementation such as installing virtual machines, OSs and software and scripting.
* Helps clients to understand Paxera technologies in relation to imaging and clinical workflows.
* Investigates appropriate areas of potential problems and elevates to L3 Support or to the TS Manager if resolution cannot be determined.
* Works with TSE-L3 and Development on detailed documentation of problem tickets for resolution or submission of product enhancement request.
* Works with 3rd party software vendors to resolve problems where Paxera's products are integrated.
* Updates internal documentation and technical support content when after go lives changes are made to Paxera products and programs.
REQUIRED EDUCATION AND EXPERIENCE
* Degree in Computer Science or similar or at least 3 years' related experience in a medical imaging organization or IT field or the combination of education and experience that provides the knowledge to enable successful performance of all aspects of the position.
* Experience supporting and implementing PACS solutions and/or strong clinical background in medical imaging.
* Working knowledge of healthcare standards: IHE, DICOM and HL7
* Previous medical imaging experience working with large healthcare enterprises either directly as a member of the healthcare enterprise or a vendor of the healthcare enterprises.
* Excellent communication skills: Written, verbal and listening.
PREFERRED EDUCATION AND EXPERIENCE
* CIIP
COMPETENCIES
* Problem Solving/Analysis.
* Understanding troubleshooting, installation and configuration processes of software, hardware, Cloud and Virtual technologies.
* Requires experience with troubleshooting computer equipment, Operating systems and end user management.
* Requires sufficient analytical skills to assess problems or unusual situations and develop solutions.
* Requires the technical ability to independently perform all the duties of the position efficiently and effectively.
* Communication Proficiency. Must have strong communication and training skills and be able to communicate technical information to non-technical users.
* Customer/Client Focus.
* Time Management/Organizational Skills.
* Professional demeanor and friendly with a can-do / will-do attitude.
* Collaboration/Teamwork Skills.
* Flexibility.
* Must exercise discretion with customer, employee and company confidential information.
TRAVEL
Travel occasionally as needed to client sites and to trade shows. Expected travel not to exceed 15%. Some international travel may be required.
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