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RIS/PACS Technical Support- Healthcare Software



IT, Customer Service
Bengaluru, Karnataka, India
Posted on Wednesday, June 21, 2023

What are we looking for?

With over 25 years of experience in web radiology, RamSoft is dedicated to delivering award-winning, fully customizable, feature-rich solutions for healthcare providers around the world. We're currently seeking a RIS/PACS Software Support Analyst to join our team!

As a member of the Support team, you will be the first person our customers interact with via email, phone and chat. If you have exceptional people skills, are tech-savvy and looking for a challenge, we look forward to hearing from you!

Note: This is a hybrid/remote work opportunity, with a preference for candidates based in Bengaluru/Bangalore. Shift work will be required, in order to align with our team members in North America, and to serve our customers during evenings and weekends.

What will you do?

  • Act as a first point of contact and provide customer support by email, live chat, and phone
  • Must be able to adapt to a flexible working schedule, including different rotations. Shifts, weekends and holidays
  • Participate in after-hours customer support rotation
  • Assist clients by identifying problems, researching answers and guiding clients through corrective steps
  • Escalate unresolved issues to appropriate internal teams
  • Install and configure RamSoft specific applications for clients
  • Prioritize and manage multiple open issues at one time
  • Update and maintain client facing documentation
  • Collaborate with internal teams to improve product features and performance specifications
  • Deploy RamSoft specific software updates
  • Ensure all calls are properly logged and documented
  • Attend internal training and meetings to keep up to date with latest technology and internal system processes
  • Make clients and their needs a primary focus; develop and sustain productive customer relationships
  • Other related duties as assigned

What will you bring to RamSoft?

  • College Diploma/Degree in IT, computer science, engineering, information systems or a related field
  • Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
  • Excellent people, analytical and technical skills and a demonstrated commitment to service excellence
  • Excellent organizational and time management skills
  • Proficiency with Windows 7, 8, and 10, and Windows Server – 2008, 2012, 2016 and 2019
  • Working knowledge of networking concepts
  • Working knowledge of relational databases and SQL
  • Working knowledge of Microsoft Azure Cloud technology and architecture
  • Working knowledge with remote desktop applications and help desk software
  • Ability to logically and analytically troubleshoot software and to discuss issues with manager, team and internal personnel
  • High level of communication skills in English, written and verbal is required
  • Extensive organization, time management and decision-making skills
  • Ability to work with minimal supervision while continuously advancing goals and priorities
  • Ability to manage multiple priorities and meet deadlines

You will REALLY stand out if you have the following

  • Azure Fundamentals and related certifications
  • Certifications or working knowledge in medical imaging industry standards and technologies
  • Desire to work weekend shift
  • Previous experience with PAC/RIS/CPACs

RamSoft offers a casual work environment, flexible work hours, and a competitive compensation and benefits package. RamSoft Inc. is an equal opportunity employer and committed to fostering an accessible and inclusive environment for employees and customers. If you require any accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let our HR department know and we will work with you to meet your needs.