Customer Care L2
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Job Description
Customer Care L2 support for a leading medical IT developer. Providing advanced software support and services for medical imaging solutions remotely from Australia.
Responsibilities:
- Acts as 2nd level advanced Paxera product software support to clients, L1 technical support and implementations
- Works to exceed customer’s service expectations and deliver best in KLAS service
- Responds to user requests for service and investigates error messages to determine nature and extent of support needed
- Documents and escalates unresolved problem tickets to appropriate department for issue resolution
- Attends conferences, exhibitions and trade shows as needed to ensure technical issues are resolved timely
- Prepares weekly activity reports as needed for customer or sales
- Provides immediate notification to Technical Support Manager and team regarding major service failures or customer system outages
- Maintains training on PaxeraHealth’s products, policies and procedures
- 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
- Utilizes advanced tools to analyze network communication affecting the use of Paxera’s applications
- Troubleshoots, configures and installs PaxeraHealth’s family of products for clients and potential clients ensuring a high level of customer satisfaction is maintained
- Performs hardware/software upgrades to existing computer equipment as needed
- Provides proactive service based on system monitoring information
- Performs technical tasks in assisting with project implementation such as installing virtual machines, OSs and software and scripting
- Helps clients to understand Paxera technologies in relation to imaging and clinical workflows
- Investigates appropriate areas of potential problems and elevates to L3 Support or to the TS Manager if resolution cannot be determined
- Works with TSE-L3 and Development on detailed documentation of problem tickets for resolution or submission of product enhancement request
- Works with 3rd party software vendors to resolve problems where Paxera’s products are integrated
- Updates internal documentation and technical support content when after go lives changes are made to Paxera products and programs
Requirements:
- Degree in Computer Science or similar or at least 3 years’ related experience in a medical imaging organization or IT field
- Experience supporting and implementing PACS solutions and /or strong clinical background in medical imaging
- Working knowledge of healthcare standards: IHE, DICOM and HL7
- 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
- Excellent communication skills: Written, verbal and listening.
Benefits:
- Competitive salary
- Flexible work hours
- Professional development budget
- Home office setup allowance
- Travel occasionally as needed to client sites and to trade shows
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