Job Summary:

We are looking for a highly motivated and self-directing technical support specialist to join our team who can work on all aspects of customer service for a healthcare IT product. You will be responsible for

providing technical support, following up with customers to help them fully utilize our cloud-based products and services, maintaining our high customer satisfaction rates, and providing implementation and training to new customers.

Responsibilities:

• Deliver effective, high-quality customer support to our growing customer base, delivering solutions to both technical and non-technical end users.
• Provide remote support, troubleshooting and issue resolution for customers and field staff.
• Take ownership and manage customer cases and customer expectations effectively.
• Collaborate with Engineering and higher levels of support to resolve more advanced issues.
• Proactively monitor systems to resolve potential issues prior to customer knowledge.
• Perform product installation, configuration, testing, and training for new and existing customers.
• Maintain proficiency as needed, including attending approved trainings, reading job-related materials, and meeting with others in area of responsibility.
• Contribute to and maintain internal product documentation.

Requirements (Knowledge and Experience):

• Degree in Information Technology/Computer Science related field, equivalent experience in an IT related position, applicable certifications, or a combination thereof.
• Comfortable working in virtualized, cloud, or containerized environments.
• Proficiency with troubleshooting/problem solving.
• Basic understanding of networking concepts including DNS, TCP/IP, routing, SSL certificates, and more.
• Proficiency with Microsoft Office suite of applications.

Qualifications:

• Previous Linux experience strongly preferred.
• 2+ years of experience in healthcare IT or medical imaging.
• Knowledge of medical imaging/healthcare related protocols such as DICOM, HL7, FHIR, etc.
• Knowledge of medical imaging/healthcare related IT systems. E.g., PACS, RIS, EMR, etc.
• Ability to write clear, concise, engaging, and informative knowledge base and technical documents.
• General knowledge regarding troubleshooting on Windows and Apple computers, as well as the major browsers – Firefox, Chrome, Edge
• Familiarity with Atlassian, GitHub, Salesforce, or similar software suites/applications.

Pay & Benefits

• Competitive salary and bonus
• Excellent medical, dental & vision
• Competitive PTO + 8 recognized U.S. holidays

To apply for this job, email your details to careers@onemednet.com

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