Senior technical support engineer

Join our passionate team of professionals as we continue to grow!  

We seek a talented and qualified professional who will embrace our culture of excellence, service and integrity.

PaxeraHealth is one of the best and brightest medical solutions companies to work for. We develop technologies that help manage millions of medical images every year.  We’re actively involved in shaping the industry and transforming technologies so radiologists and clinicians have what they need.  

This position crequires someone who is energetic and wants to be involved in a fast-paced and exciting environment with growth potential to support our customers.

Working days: From Sunday to Thursday.

Job Description:

• Provides answers to clients by identifying problems; researching answers; guiding the client through corrective steps.
• Participates in the development of client training programs by identifying learning issues; recommending instructional language.
• Accommodates client disabilities by recommending devices and techniques.
• Improves system performance by identifying problems; recommending changes.
• Follow standard processes and procedures;
• Identify and escalate priority issues per Client specifications.
• 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;
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• 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)
• Refer to internal database or external resources to provide accurate tech solutions
• 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

Requirements:

• English Fluency: is a MUST.
• Bachelor's degree in Computer Science (or the equivalent) is required
• 5-7 years of experience in medical software technical support.
• Technically savvy with strong project management skills
• Experience troubleshooting issues and achieving solutions
• The ability to explain to a non-technical person in a way they will understand
• 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.
• Networking: TCP/IP protocol, Ethernet, WAN, LDAP, Active Directory, and any combination of 2 of the following-  CCNA, MCSE, and Security certificates, etc.
• Excellent communication skills: Written, verbal and listening.    

TRAVEL

Travel occasionally as needed to client sites and to trade shows.  Expected travel not to exceed 15%.  Some international travel may be required.