Digital Products Support Specialist
Department/Team Description
Solutions Support – To deliver a superior customer experience by providing product technical and clinical support to all customers, internal and external.
Position Summary
This role will provide routine and preventative maintenance, provide remote software upgrades and server migrations, new product implementations for software products to our customers and partners, all in a timely manner.
Position Duties and Responsibilities
• Provide world-class support, in cooperation with our partners, using our end-to-end tech stack and processes, ensuring that customer needs are addressed;
• Have the ability to coordinate/participate in numerous tasks/projects in a fast-paced environment in an organized manner while meeting deadlines;
• Facilitate feedback from customers to Marketing, Sales, Product Management and Customer Success to ensure continuous customer driven product improvements;
• Ensure high level of quality of the Radiology Digital Solutions Platform, through continuous testing and focus on data quality;
• Handle customer requests and complaints; technical, clinical, and workflow, in a prompt and effective manner for digital offerings;
• Respond in a highly professional manner to incoming calls, emails, and other requests in a timely fashion;
• Identify and troubleshoot all issues with the goal of increasing customer satisfaction;
• Assist product development and sustaining teams in preparation of technical documents and creating support process documentation;
• Article writing for the knowledge management system.
Requirements/Preferences:
Education Minimum Requirement: Associates Degree
Education Preferred: Bachelors Degree
Skills & Competency Requirements
• Associate’s degree in relevant discipline required with at least eight years of relevant experience or Bachelor’s degree in a relevant discipline with at least five years of relevant experience;
• Experience within the Radiology clinical environment (at least four years);
• Deep technical knowledge and proven experience with Microsoft, Postgres, Red Hat, PACS, RIS, DICOM, HL7, Web Services, PHP, Java (scripting), HTML, XML, Infrastructure / Cloud IT support; Strong understanding of clinical workflow within Radiology;
• Knowledge of the workflows required for acquisition, networking, storage, and consumption of diagnostic imaging;
• Understanding of common Radiology clinical stakeholders and their associated needs including, but not limited to, Radiologists, technologists, PACS Administrators, Radiology IT, Information Security and Radiology Administration;
• Understanding of common Radiology diagnostic procedures; Strong understanding of the Imaging Informatics / IT workflow and tools common to the Radiology department;
• Familiarity with the major Radiology modalities and their common interfacing / imaging IT requirements;
• Functional understanding of DICOM and HL7; Functional understanding of common Radiology systems including, but not limited to RIS/HIS, PACS, Patient and Radiologist Worklists, Integration Engines/Imaging Brokers;
• Comfortability and confidence in communicating to customers of various levels of technical and clinical knowledge;
• Strong verbal and writing communication skills;
• Proficient in Microsoft office products and/or other products which may be used in the position;
• Hands-on mentality, self-motivation, team-player attitude, detail-orientation, and results-driven mindset;
• Some Domestic Travel (5-10%)
Preferences
• Experience/ knowledge of Radiology workflow;
• Windows Server Certification; Google Cloud Certification; CIIP Certification;
• Understanding of data privacy and cybersecurity;
• Experience with product implementations; RedHat Certification; DoD Access
1. Security Plus Certification.
2. Completion of a T3 investigation and obtained Adjudication: Position of Trust for ADP/IAT Level II
