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About Us

RamSoft is a global provider of innovative cloud-based radiology software solutions for imaging centers, radiology departments, and teleradiology providers. We're currently seeking a RIS/PACS Support Analyst to join our team!

Who are we looking for?

As a member of the Customer 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!

Where will you work?

RamSoft is headquartered in downtown Toronto, Canada. This is a hybrid/remote work opportunity, with a preference for candidates based in the GTA. Shift work will be required, in order to align with our business needs, and to serve our customers during evenings and weekends.

What will you do?

• Customer Support: Deliver exceptional customer support via email, live chat, and phone, ensuring a high standard of service is maintained
• Technical Assistance: Assist clients by diagnosing problems, researching solutions, and providing clear, step-by-step guidance to resolve issues effectively.
• Issue Escalation: Escalate unresolved issues to the appropriate internal teams, ensuring timely and effective resolution.
• Software Management: Participate in the installation, configuration, updates, upgrades, and migrations of RamSoft-specific applications for clients.
• Prioritization and Organization: Efficiently manage and prioritize multiple open issues, ensuring timely follow-up and resolution.
• Documentation Management: Ensure all client interactions are properly logged and documented, and that client-facing documentation is accurate and up-to-date.
• Customer Relationship Building: Developing and sustain productive customer relationships, making clients' needs a primary focus.
• Product Issue Resolution: Participate in the resolution of product issues, ensuring customer concerns are addressed promptly and thoroughly.
• Communication: Provide regular updates on the status of cases to all involved parties, including customers, management, and internal teams.
• Cross-Departmental Collaboration: Work closely with internal teams to enhance product features and performance, contributing to the continuous improvement of RamSoft’s offerings.
• Quality Monitoring: Monitor product quality and supportability for assigned areas, providing feedback to relevant departments to drive improvements.
• Training and Development: Participate in internal training sessions to stay current with the latest technologies and internal processes, while also facilitating the ongoing development of the team.
• Product Knowledge: Maintain and expand an expert knowledge of RamSoft products and solutions, leveraging industry contacts, subject matter experts, and self-study to stay ahead.
• Perform 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
  

RamSoft offers a casual work environment, flexible work hours, and a competitive compensation and benefits package. RamSoft 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.