Job Details
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Job Description
Responsibilities
- Resolve customer and partner technical support issues through phone, web meetings, email and other channels
- Help team members in resolving support tickets and troubleshooting by acting as a point of escalation for difficult/advanced technical support issues.
- Identify and highlight best practices in support and contribute to a knowledgebase of articles
- To assist colleagues in knowledge and skills development in relation to the PACS\RIS field.
- To provide a structured, informative, and enjoyable support experience with timely and clear communication
- To develop strong relationships with clients, partners, and co-workers.
- To interact productively with sales people and the development team.
- To be able to listen to customers and partners and understand their goals.
- To be able to articulate technical information in a manner that is suited to the customer or partner who has requested assistance.
- Provide first and second-level telephone Technical Support wherever required.
- Be available for after-hours telephone support.
- Ensure all calls are closed within SLA.
- Update database with call status and information and ensure all parties are informed.
- Evaluate and understand new products for training purposes.
- Provide support, guidance, and assistance to Junior Technical Support Engineers or Technical Support Engineers. (Level 1 and Level 2)
- Ensure that all anti-static precautions are followed.
- Ensure all procedures are implemented.
- Provide reports where required.
- Ability to multi-task and maintain priorities.
- Ability to maintain excellent customer service rapport.
- Any other duties which may from time to time be requested by Technical Support Manager or Management.
Job Requirements
Requirements:
- 2-4 Years of experience (Experience in the Health Care Sector is preferred)
- Very good- Excellent English command (writing and conversation)
- Very good knowledge in RIS\PACS Field.
- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
- Hands-on experience with Windows/Linux/Mac OS environments.
- Very good experience in Microsoft SQL.
- Good understanding of computer systems, mobile devices, and other tech products
- Ability to diagnose and troubleshoot basic technical issues
- Excellent problem-solving and communication skills
- BS degree in Information Technology, Computer Science or relevant field. (Biomedical or communication is preferred)
- Additional certification in Microsoft, Linux, Cisco, or similar technologies is a plus.
