eRAD is actively seeking enthusiastic, focused, and well-organized individuals to join the eRAD Technical Support team supporting our RIS and PACS (Radiology Information Systems and Picture Archiving & Communications Systems) in high-intensity medical radiology environments. eRAD RIS and PACS are software and hardware products designed to enhance productivity in hospitals and medical imaging centers.
The candidate will be responsible for remote telephone and direct on-site support of new and existing RIS / PACS solutions at hospitals, imaging centers, and reading groups. The candidate must be able to quickly cultivate a thorough understanding of eRAD RIS / PACS benefits and advantages in the marketplace. The ideal candidate is self-motivated, customer driven, and able to architect solutions to complex problems faced by clinicians and Radiologists actively providing patient care.
Strong customer relationship skills with support and call center experience
Strong IT, networking, and computer skills
Experience troubleshooting complex applications and software products
Strong understanding and experience with PC and Server hardware platforms
Knowledge of archival and storage media
Excellent troubleshooting, diagnosis, and analytical skills
Excellent written and verbal communication skills
Linux system administration
All Windows Operating systems (Server and Windows 7 and above)
Ability to work flexible hours
PACS / Radiology experience a plus
Radiology Workflow experience a plus
BA / BS Degree
Comp TIA Linux or RHCA or RHCT Certifications
CCNA / CCNP
Troubleshoot and resolve customer technical inquiries related to eRAD software products
Proactively communicate with customers to maintain positive relationships
Utilize information tools, training, and experience to provide high level of customer satisfaction
Participate in system administration duties and projects designed to decrease emergency technical support interactions and system downtime
Perform eRAD RIS / PACS system updates
Educate customers in system use and best practice methods, enabling them to provide top notch healthcare
Increase revenue streams by developing new sales opportunities and programs during customer interactions
Present and articulate advanced product features and benefits of eRAD RIS and PACS
Communicate effectively with both technical and non-technical customers
Reports to the Manager of the Customer Solutions Center.
Enlists the support of sales specialists, service resources, engineering resources, development resources and management resources as needed.
Closely coordinates company executive involvement with customer management.
Works closely with all company team members to ensure customer satisfaction and problem resolution.