Job Description

JOB SUMMARY: The Technical Support Specialist III is responsible for providing technical/help desk support to our customer base for all offered product lines via phone, email, Zoom, Google Meet, and other means.  The Technical Support Specialist III also handles complex and unresolved customer issues escalated by the previous tier.  Additionally, the Technical Support Specialist III is responsible for educating tier level 1 and 2 Technical Services Specialists in current product technology in structured classroom sessions as well as “on the job” training. SUPERVISORY RESPONSIBILITIES: None DUTIES/RESPONSIBILITIES: Facilitates assistance from/to other teams if/when caseloads become unbalanced Works directly with clients via email, Zoom, Google Meet, and other means on support issues Interacts with Project Managers and external customers to plan and coordinate Product implementations Participates in Product installation and updates remotely or via Zoom, Google Meet with customer Documents each install and update at customer environment in ServiceNow Represents through professional interactions with all internal and external clients  Maintains a professional, helpful, and positive demeanor in all dealings with client base Serves as a client advocate through product and implementation improvement collaboration Assists in trouble shooting of installation problems, application issues, networking issues, and answering program functionality questions Provides reasonable custom query and report assistance Documents issues and shares information with other departments for product and service improvements Presents problem analysis and recommended solutions in a creative and logical manner May be responsible for specific programs, customers and/or projects Identifies opportunities for process and procedure enhancements to drive efficiency and customer service levels Increases and maintains technical knowledge relating to Microsoft products including Operating Systems and SQL Server Increases and maintains technical knowledge relating to all supplied software products Early participation in product design and testing Responsible for improving the companies Knowledge Base articles and assisting tier level 1 and 2 Technical Services Specialists with cases as required Participates in incoming Tier 1 and 2 phone coverage on a regular basis and or when needed Maintains a favorable working relationship with all company employees to foster and promote a cooperative and harmonious working climate Provides afterhours phone caoverage

Qualifications

Bachelor’s degree in Computer Science or equivalent 2+ years of experience leading a technical team and/or service delivery in a software company 5+ years of experience in a technical or service delivery role such as technical support, software development, integration, project management, etc Direct experience in a customer facing role with demonstrated ability to gather complex customer requirements Strong technical aptitude and a quick learner with the ability to understand medical imaging Technical knowledge of any of the following would be a great asset: Linux OS, Microsoft Windows OS, Postgres Database, MS SQL Server, Common networking principles and technologies Excellent analytical, research, organizational and planning skills Excellent teamwork skills, and the ability to develop and maintain internal and external relationships Proven ability to influence cross-functional teams Exceptional communication, influencing and presentation skills Proven experience with ITIL methodologies 

Additional Information

ALL APPLICANTS MEETING MINIMUM QUALIFICATIONS WILL BE REQUIRED TO COMPLETE A 30 MINUTE ONLINE ASSESSMENT AS PART OF YOUR APPLICATION.

INTELERAD AND AMBRA HEALTH COMBINE TO FORM THE GLOBAL INDUSTRY LEADER IN CLOUD PACS AND ENTERPRISE IMAGING

INTELERAD PARTNERS WITH STRATEGIC RADIOLOGY TO BRING INNOVATIVE MEDICAL IMAGE MANAGEMENT SOLUTIONS TO MORE THAN 1,300 RADIOLOGISTS ACROSS THE US

MEET INTELERAD’S LEADERSHIP TEAM: HTTPS://WWW.INTELERAD.COM/EN/ABOUT/LEADERSHIP-TEAM/

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