Tier 1 Tech Support

Infinitt North America • Phillipsburg, NJ

77d

About The Position

INFINITT is headquartered in NJ. This position is remote US and/or Canada based. If local, you have the option to go into the office. An INFINITT Tier 1 Tech Support Engineer is a crucial member of the Technical Support team at INFINITT North America. This role, like all technical roles at INFINITT, is entrenched in the medical industry and knowledge of PACS (Dicom transfer and compression, modality worklist, etc.) and related concepts is crucial. This position is the front line of support for our customers (imaging centers, hospitals, health care facilities of all kinds) where you will be fielding inbound issues via our web-based ticketing system. In today’s “software as a service” industry, system uptime is of the utmost importance. The Tier 1 Team will work closely with our Tier 2, Senior Engineering and Software Teams that share a primary goal of keeping our customers up and running to ensure their patients get the best care via our response time.

Requirements

• A minimum of three years’ experience working in a technical healthcare role, working with PACS/RIS/EMR and other medical software.
• A minimum of one years’ experience with remote/phone customer service.
• Ability to solve complex problems related to PACS software implementation, compatibility/bug issues, etc.
• Clinical workflow understanding of the radiology industry is desired.

Nice To Haves

• Experience within the medical industry
• Ambitious, self-motivated, passionate, motivated, and driven
• The ability to 'think outside the box' or reverse engineer
• Integrity (honest, sincere, respectful, trustworthy, ethical, reliable)
• Good judgment (using both reasoning and intuition)
• Good interpersonal maturity and teamwork
• Proactive and adaptable
• Strong communication skills (both internally and externally – customer facing)
• Seeking and able to commit to long-term employment
• Excellent customer service skills
• Organized – the ability to prioritize, escalate, and compartmentalize all issues/tickets
• Passionate about both healthcare and IT with a desire to become engrossed in this incredible industry and highly motivated to continuously learn

Responsibilities

• Troubleshooting: Thorough research into logs and other resources to fully resolve reported issue.
• Analysis: Looking for a candidate that is highly analytical and has the desire to push the boundaries of their knowledge.
• Ticket Maintenance: Utilizing web-based ticketing system to troubleshoot issues brought to us from the customer.
• Timely Resolution of various issues daily with a focus on customer satisfaction.
• Escalation: Determining when to escalate critical or difficult issues.
• Updating and Providing Reassurance to customers during difficult issues.
• Sense of Urgency when working closely with hospitals, clinics, and healthcare systems.
• Outstanding Customer Service to all of our customers.
• Excellence in Communication: Strong and effective communication skills.
• Paid On-Call Shift Rotation: The On-Call shift would begin roughly 3-4 months after employment begins.

What This Job Offers

• Number of Employees: 51-100 employees