Job Description

Core Responsibilities

The Technical Support Specialist, reporting to the company's Operations Manager shall perform the following functions:

1. Support retention and strong promotion or advocacy among existing customers by:

Providing timely customer support to drive seamless and high-advocacy customer experience Coordinating issue resolution with other teams as needed (Tier 3 / Product/Growth teams). Handling coordinator function after the shift coordinator leaves for the day. Ensure that all Support SLAs are met. Provide customers with follow-up and resolution phone calls to guarantee highest level of customer satisfaction.

2. Manage the day-to-day functions of the department and ensure that there are enough resources to cover support functions

Ensure all support requests are logged, attended to, monitored, and resolved. Facilitate monitoring of the system to proactively spot issues. Facilitate timely escalation of issues, as needed. Contribute to and regularly update the internal Knowledge Base with resolved issues, workarounds, best practices and product's new features. Maintain high-quality documentation on ticket notes, root cause analysis, and resolutions for internal transparency and future reference. Ensure seamless shift transitions through clear handovers and timely updates in support logs.

3. Liaise on both internal and external stakeholders on behalf of the customer department

Collaborate with cross-functional teams and come up with solutions to help improve the overall performance of the team and organization.

4. Support the Growth team in customer acquisition by assisting in the execution of deployment for closed contracts. This may involve the following

Assist in any assigned deployment activity - Set up of institution, site, origin accounts on the assigned server, installation of Radgate, user account set up, workflow setup, testing and training in coordination with the Project/ Implementation manager.

5. Support the company by performing other tasks as assigned by the Supervisor.

Candidates Requirements

Experience as a Technical Support Specialist or similar CS role Familiarity with healthcare industry and radiology operations is a plus Experience using help desk software and remote support tools Excellent communication and problem-solving skills Shift flexible and open to weekend, holiday and night shift as well as shift changes based on support needs Multi-tasking abilities Patience when handling tough cases Experience in programming is a plus
Job Types: Full-time, Permanent

Pay: ?88,000.00 - ?120,000.00 per month

Benefits:

Paid time off * Work from home