Support Specialist

Remote, USA : Support : Posted on - 07/28/2022

Position Details

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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