Support Specialist

Location: Remote, USA; up to 5% travel for internal meetings/trainings

We are seeking a Support Specialist to join our team! You will be responsible for helping customers by providing product and service information and resolving technical issues.

Day in the life…

• Handle customer inquiries and complaints
• Provide information about the products and services
• Troubleshoot and resolve product issues and concerns
• Document and update customer records based on interactions
• Develop and maintain a knowledge base of the evolving products and services
• Communicate professionally, courteously, and efficiently with the customers and remain calm under stress
• Collaborate and develop strong relationships with customers and business colleagues
• Manage incoming calls and provide unsurpassed customer service
• Provide incident, change, and problem management support
• Create and manage issues efficiently within the ticketing system
• Coordinates team members to gather information and prepare organized, consistent, accurate ticket status updates
• Ensure the needs of the customer are represented in all updates
• Proactively and independently troubleshoot and resolve complex incidents and requests without direction
• Escalate tickets to management and development team as needed
• Independently analyze, develop, test, document, implement and support custom configuration to various radiology workflows within Royal modules to enhance workflow methodology and tools
• Understand complex requirements of end-users and goals and propose technical solutions for various design and configuration needs
• Assist in prep and conduct formal/informal training sessions for customers and colleagues
• Design, test, and provide customers with customized analytic reports
• Collaborate with senior team members to develop solutions
• Team player that demonstrates flexibility

 This might be right for you if…

• Healthcare experience - knows the subject matter of radiology workflows and understanding of systems such as document management, dictation, EHRs, RIS, and PACS
• Preferred 3+ years of previous clinical information systems experience or equivalent
• Strong knowledge of clinical informatics, data management, reporting, and system administration
• Experience with HL7 Interfaces and high-volume support
• Highly effective verbal and written communication skills, strong interpersonal skills, and the ability to work independently as well as a member of a team
• Strong problem-solving and critical thinking skills
• Bachelor's degree in Computer Science, Business Administration, Management Information Systems, or equivalent experience/training
• Previous experience in customer service, sales, or other related fields
• Builds rapport with clients, prioritizes and multi-tasks
• Adapts to rapidly growing and changing environment
• Positive and professional demeanor

Extra awesome

• Consulting/Services experience
• IBM Merge, GE, EPIC, Change, NextGen, Imagine, CareStream or any other software/services vendor in healthcare radiology

Salary range of $65K - $95K depending on experience and location.

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