Technical Services Specialist III

Improving healthcare through innovative technology is at the core of Intelerad’s work. Our scalable medical imaging platform connects clinicians to a powerful imaging ecosystem that is fast, smart, and tapped into the data they need, no matter their location. We’re focused on delivering a best-in-class medical image management solution that improves provider efficiency, decreases the cost of healthcare, and improves the overall health of populations.

Headquartered in Raleigh, NC and Montreal, Intelerad has nearly 800 employees located in offices across six countries. The company empowers nearly 2,000 healthcare organizations around the world with the speed, scalability, and simplicity needed to increase business performance while, most importantly, improving patient outcomes. Intelerad’s modern enterprise solutions have been acknowledged by a Best in KLAS recognition, ranking #1 for PACS Asia/Oceania in the 2021 Best in KLAS: Global Software (Non-US) report.

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

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

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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