**** No C2C or supplier resumes permitted. ****
Official Title: Assistant Digital 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 Level 1 support and routine/preventative maintenance 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;
• Using an internal Knowledge Management system, identify and troubleshoot 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.
Education:
Minimum Requirement: Associate's Degree
Preferred, if different from above: Bachelor's Degree
Skills & Competency Requirements:
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.
Domestic (5-10%) limited travel.
Preferences:
Call Center experience;
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. Must have completed a T3 investigation and obtained Adjudication: Position of Trust for ADP/IAT Level II.)
