Medical Software Technical support - Morocco

Job Overview

We are seeking a highly skilled and motivated PACS/RIS Technical Support Specialist to join our team. As a PACS/RIS Technical Support Specialist, you will play a crucial role in providing technical assistance and support to customers. Your responsibilities will include troubleshooting issues, resolving software and hardware-related problems, and ensuring the efficient operation of PACS within healthcare environments.

Job Description:

* Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps
* Improves client references by writing and maintaining documentation
* Participates in development of client training programs by identifying learning issues; recommending instructional language
* Accommodates client disabilities by recommending devices and techniques
* Avoids legal challenges by monitoring compliance with service agreements
* Improves system performance by identifying problems; recommending changes
* Updates job knowledge by participating in educational opportunities; maintaining personal networks
* Accomplishes information systems and organization mission by completing related results as needed
* Research required information using available resources;
* Follow standard processes and procedures;
* Identify and escalate priority issues per Client specifications;
* Redirect problems to appropriate resource;
* Accurately process and record call transactions using a computer and designated tracking software;
* Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business;
* Organize ideas and communicate oral messages appropriate to listeners and situations;
* Follow up and make scheduled call backs to customers where necessary;
* Stay current with system information, changes and updates
* Research and identify solutions to software and hardware issues
* Diagnose and troubleshoot technical issues, including account setup and network configuration
* Ask customers targeted questions to quickly understand the root of the problem
* Track computer system issues through to resolution, within agreed time limits
* Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
* Properly escalate unresolved issues to appropriate internal teams (e.g. software developers)
* Provide prompt and accurate feedback to customers
* Refer to internal database or external resources to provide accurate tech solutions
* Ensure all issues are properly logged
* Prioritize and manage several open issues at one time
* Follow up with clients to ensure their IT systems are fully functional after troubleshooting
* Prepare accurate and timely reports
* Document technical knowledge in the form of notes and manuals
* Maintain jovial relationships with clients

Job Requirements

* Bachelor’s degree in Information Technology, Computer Science, biomedical engineering or a related field
* Proven experience of 2-5 Years in technical support, preferably in a healthcare setting with a focus on PACS&RIS
* Strong knowledge of PACS systems, DICOM, and HL7 standards
* Proficient in troubleshooting software and hardware issues
* Excellent communication skills, both written and verbal
* Ability to work independently and collaboratively in a team environment
* Relevant certifications are a plus
* CVs must be submitted in both English and French

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