RIS PACS Support Analyst

at  RamSoft

ABOUT US

RamSoft is a global provider of innovative cloud-based radiology software solutions for imaging centers, radiology departments, and teleradiology providers. We’re currently seeking a RIS/PACS Support Analyst to 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 tech-savvy and looking for a challenge, we look forward to hearing from you!

• 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, step-by-step 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 RamSoft-specific applications for clients.
• Prioritization and Organization: Efficiently manage and prioritize multiple open issues, ensuring timely follow-up and resolution.
• Documentation Management: Ensure all client interactions are properly logged and documented, and that client-facing documentation is accurate and up-to-date.
• 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.
• Cross-Departmental Collaboration: Work closely with internal teams to enhance product features and performance, contributing to the continuous improvement of RamSoft’s 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 self-study to stay ahead.
• Perform other related duties as assigned