What are the responsibilities and job description for the Technical Support Specialist position at Core Sound Imaging?
Since Core Sound Imaging began in 2007, we have focused on delivering a superior customer experience with Studycast® - an advanced software as a service (SaaS) image storage and reporting solution (cloud PACS). Core Sound Imaging's focus on innovation is allowing Studycast® to change the face of medical imaging and diagnostic interpretation. Our nearly 2,000 clients in the U.S. and the world rely on Studycast for digital imaging and diagnostic testing workflow solutions that make their lives easier. At Core Sound Imaging we value every employee's contribution and care about providing the best product and service.
Technical Support Specialist
This position requires the ability to work independently to install, maintain, troubleshoot and upgrade client software over the phone, chat and remote sessions and document all relevant activities in a help desk system. Additionally, this position requires the ability to assess user training needs and lead training sessions. It requires the knowledge of networking and a windows environment. Prompt and effective problem-solving and troubleshooting are essential to performing well in this role. Clinical knowledge and the ability to relate information to a customer in a way that is relevant to assisting them in seeing the benefits of the product are an asset.
Examples of Key Duties: (Duties are illustrative and not inclusive and may vary.)
- Respond to customer inquiries via email, phone, and chat.
- Troubleshoot and resolve technical issues related to Core Sound Imaging products.
- Assist with product onboarding and co-ordinate training for new users.
- Collaborate with the development team to address product bugs and improvements.
- Perform new Installations of Core Sound Imaging products on the client machine.
- Install, configure and upgrade Core Sound Imaging products.
- Troubleshoots problems with client’s hardware and software and how these components work with the client’s modalities.
- Understanding of computer networking.
- Acts as a technical resource in assisting users to resolve problems with Core Sound Imaging products, equipment's and data.
- Communicates effectively with sales, Customer Success and development teams.
- Provides clinical knowledge and other SME knowledge to team members.
- Updates written documentation to assist level 1 and level 3 support in the future, where required.
- Ability to test software and document testing procedures and results.
- Performs other duties of a similar nature or level.
Qualifications:
Equivalent to completion of 4 years of college-level coursework in computer science, minimum 5 years of technical support experience, information technology or a related field and experience sufficient to successfully perform the essential duties of the job as listed above.
Required Technical Skills:
- TCP/IP Networking
- Firewall, LAN
- Software Product Support
- Installing product and application in a Windows environment
- Windows Networking and Configuration
- Ability to use Remote Access Tools
- Ability to follow written and verbal instructions
- Follows guidelines for technical troubleshooting
- Experience with Microsoft Office
- Ability to interpret C is a PLUS
- Knowledge of Linux and SQL basic queries is a PLUS
- Knowledge of Imaging Device and PACS configuration would be a PLUS
Must be willing to work a shift that ranges from 9:00am to 8:00pm.
