Pacs/ris technical support specialist

• 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

• 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
• CVs must be submitted in both English and French

Relevant certifications are a plus