Technical Support Specialist

About the role

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 perform 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.

Key Responsibilities

• Respond to customer inquiries via email, phone, and chat.
• Troubleshoot and resolve technical issues related to Studycast’s products.
• Assist with product onboarding and coordinate training for new users.
• Collaborate with the development team to address product bugs and improvements.
• Perform new installations of Studycast’s products on the client’s equipment.
• Install, configure and upgrade Studycast’s products.
• Troubleshoots problems with clients’ hardware and software and how these components work with the client’s modalities.
• Working knowledge of computer networking concepts and principles.
• Acts as a technical resource in assisting users to resolve problems with Studycast’s products, equipment and data.
• Communicate effectively with Sales, Customer Success and the Development teams.
• Provides clinical knowledge and other SME knowledge to team members as needed.
• Updates and maintains written documentation, as needed, to support Level 1 and Level 3 Support teams and facilitate future issue resolution.
• Ability to test software and document testing procedures and results.
• Perform additional duties and responsibilities as necessary to support departmental and organizational objectives.

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 applications in a Windows environment
• Windows Networking and Configuration
• Ability to use Remote Access Tools
• Ability to follow written and verbal instructions
• Follow 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