Customer Care L2

• 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

• 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
• 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
• MUST HAVE MEDICAL IMAGING CUSTOMER CARE EXPERIENCE

CIIP