RIS/PACS Support Analyst
RIS/PACS Support Analyst
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Job Description
About Us
RamSoftis a global provider of innovative cloudbased radiology software solutions for imaging centers radiology departments and teleradiology providers.Were currently seeking aRIS/PACS Support Analystto join our team!
Who are we looking for
As a member of the Customer Support team you will be the first person our customers interact with via email phone and chat. If you have exceptional people skills are techsavvy and looking for a challenge we look forward to hearing from you!
Where will you work
RamSoft is headquartered in downtown Toronto Canada. This is a hybrid work opportunity with a preference for candidates based in the GTA. Shift work will be required in order to align with our business needs and to serve our customers during evenings and weekends.
What will you do
- Customer Support: Deliver exceptional customer support via email live chat and phone ensuring a high standard of service is maintained
- Technical Assistance: Assist clients by diagnosing problems researching solutions and providing clear stepbystep guidance to resolve issues effectively.
- Issue Escalation: Escalate unresolved issues to the appropriate internal teams ensuring timely and effective resolution.
- Software Management: Participate in the installation configuration updates upgrades and migrations of RamSoftspecific applications for clients.
- Prioritization and Organization: Efficiently manage and prioritize multiple open issues ensuring timely followup and resolution.
- Documentation Management: Ensure all client interactions are properly logged and documented and that clientfacing documentation is accurate and uptodate.
- Customer Relationship Building: Developing and sustain productive customer relationships making clients needs a primary focus.
- Product Issue Resolution: Participate in the resolution of product issues ensuring customer concerns are addressed promptly and thoroughly.
- Communication: Provide regular updates on the status of cases to all involved parties including customers management and internal teams.
- CrossDepartmental Collaboration: Work closely with internal teams to enhance product features and performance contributing to the continuous improvement of RamSofts offerings.
- Quality Monitoring: Monitor product quality and supportability for assigned areas providing feedback to relevant departments to drive improvements.
- Training and Development: Participate in internal training sessions to stay current with the latest technologies and internal processes while also facilitating the ongoing development of the team.
- Product Knowledge: Maintain and expand an expert knowledge of RamSoft products and solutions leveraging industry contacts subject matter experts and selfstudy to stay ahead.
- Perform other related duties as assigned
What will you bring to RamSoft
- College Diploma/Degree in IT computer science engineering information systems or a related field
- Proven work experience as a Technical Support Engineer Desktop Support Engineer IT Help Desk Technician or similar role
- Excellent people analytical and technical skills and a demonstrated commitment to service excellence
- Excellent organizational and time management skills
- Proficiency with Windows 7 8 and 10 and Windows Serverand 2019
- Working knowledge of networking concepts
- Working knowledge of relational databases and SQL
- Working knowledge of Microsoft Azure Cloud technology and architecture
- Working knowledge with remote desktop applications and help desk software
- Ability to logically and analytically troubleshoot software and to discuss issues with manager team and internal personnel
- High level of communication skills in English written and verbal is required
- Extensive organization time management and decisionmaking skills
- Ability to work with minimal supervision while continuously advancing goals and priorities
- Ability to manage multiple priorities and meet deadlines
RamSoft offers a casual work environment flexible work hours and a competitive compensation and benefits package. RamSoft is an equal opportunity employer and committed to fostering an accessible and inclusive environment for employees and customers. If you require any accommodation for the recruitment/interview process (including alternate formats of materials or accessible meeting rooms or other accommodation) please let our HR department know and we will work with you to meet your needs.
Required Experience:
Senior IC
Employment Type
Full-Time
