Medical Software Technical Support - Morocco

PACS/RIS Technical Support Specialist

We are seeking a highly skilled and motivated PACS/RIS Technical Support Specialist to join our team. As a PACS/RIS Technical Support Specialist, you will play a crucial role in providing technical assistance and support to customers. Your responsibilities will include troubleshooting issues, resolving software and hardware-related problems, and ensuring the efficient operation of PACS within healthcare environments.

Job Description

Provides answers to clients by identifying problems; researching answers; guiding client through corrective steps.

Improves client references by writing and maintaining documentation.

Participates in development of client training programs by identifying learning issues; recommending instructional language.

Accommodates client disabilities by recommending devices and techniques.

Avoids legal challenges by monitoring compliance with service agreements.

Improves system performance by identifying problems; recommending changes.

Updates job knowledge by participating in educational opportunities; maintaining personal networks.

Accomplishes information systems and organization mission by completing related results as needed.

Research required information using available resources; Follow standard processes and procedures; Identify and escalate priority issues per Client specifications; Redirect problems to appropriate resource; Accurately process and record call transactions using a computer and designated tracking software; Offer alternative solutions where appropriate with the objective of retaining customers' and clients' business; Organize ideas and communicate oral messages appropriate to listeners and situations; Follow up and make scheduled call backs to customers where necessary; Stay current with system information, changes and updates; Research and identify solutions to software and hardware issues; Diagnose and troubleshoot technical issues, including account setup and network configuration; Ask customers targeted questions to quickly understand the root of the problem; Track computer system issues through to resolution, within agreed time limits; Talk clients through a series of actions, either via phone, email or chat, until they've solved a technical issue; Properly escalate unresolved issues to appropriate internal teams (e.g. software developers); Provide prompt and accurate feedback to customers; Refer to internal database or external resources to provide accurate tech solutions; Ensure all issues are properly logged; Prioritize and manage several open issues at one time; Follow up with clients to ensure their IT systems are fully functional after troubleshooting; Prepare accurate and timely reports; Document technical knowledge in the form of notes and manuals; Maintain jovial relationships with clients.

Job Requirements

Bachelor's degree in Information Technology, Computer Science, biomedical engineering or a related field.

Proven experience of 2-5 Years in technical support, preferably in a healthcare setting with a focus on PACS&RIS.

Strong knowledge of PACS systems, DICOM, and HL7 standards.

Proficient in troubleshooting software and hardware issues.

Excellent communication skills, both written and verbal.

Ability to work independently and collaboratively in a team environment.

Relevant certifications are a plus. CVs must be submitted in both English and French.