Job description
Job Overview
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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