Customer Care L2

Job Description

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 “world-Klas” reputation, We seek an individual who will embrace our culture of excellence, service and integrity.

As a developer of technologies that help manage millions of medical images every year, PaxeraHealth Corp. is shaping the industry and transforming technologies so radiologists and clinicians have what they need, including our AI solutions. As such, we are one of the best and brightest medical solutions companies for whom to work.

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:

1. Acts as 2nd level advanced Paxera product software support to clients, L1 technical support and implementations.
2. Works to exceed customer’s service expectations and deliver best in KLAS service.
3. Responds to user requests for service and investigates error messages to determine nature and extent of support needed.
4. Documents and escalates unresolved problem tickets to appropriate department for issue resolution.
5. Attends conferences, exhibitions and trade shows as needed to ensure technical issues are resolved timely.
6. Prepares weekly activity reports as needed for customer or sales.
7. Provides immediate notification to Technical Support Manager and team regarding major service failures or customer system outages.
8. Maintains training on PaxeraHealth’s products, policies and procedures.
9. 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.
10. Utilizes advanced tools to analyze network communication affecting the use of Paxera’s applications.
11. Troubleshoots, configures and installs PaxeraHealth’s family of products for clients and potential clients ensuring a high level of customer satisfaction is maintained.
12. Performs hardware/software upgrades to existing computer equipment as needed.
13. Provides proactive service based on system monitoring information.
14. Performs technical tasks in assisting with project implementation such as installing virtual machines, OSs and software and scripting
15. Helps clients to understand Paxera technologies in relation to imaging and clinical workflows.
16. Investigates appropriate areas of potential problems and elevates to L3 Support or to the TS Manager if resolution cannot be determined.
17. Works with TSE-L3 and Development on detailed documentation of problem tickets for resolution or submission of product enhancement request.
18. Works with 3rd party software vendors to resolve problems where Paxera’s products are integrated.
19. Updates internal documentation and technical support content when after go lives changes are made to Paxera products and programs.

REQUIRED EDUCATION AND EXPERIENCE

1. 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.
2. Experience supporting and implementing PACS solutions and /or strong clinical background in medical imaging.
3. Working knowledge of healthcare standards: IHE, DICOM and HL7
4. 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.
5. Excellent communication skills: Written, verbal and listening.

PREFERRED EDUCATION AND EXPERIENCE

• CIIP

COMPETENCIES

1. Problem Solving/Analysis.
2. Understanding troubleshooting, installation and configuration processes of software, hardware, Cloud and Virtual technologies.
3. Requires experience with troubleshooting computer equipment, Operating systems and end user management.
4. Requires sufficient analytical skills to assess problems or unusual situations and develop solutions.
5. Requires the technical ability to independently perform all the duties of the position efficiently and effectively.
6. Communication Proficiency. Must have strong communication and training skills and be able to communicate technical information to non-technical users.
7. Customer/Client Focus.
8. Time Management/Organizational Skills.
9. Professional demeanor and friendly with a can-do / will-do attitude.
10. Collaboration/Teamwork Skills.
11. Flexibility.
12. 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.