• Assesses software and network related issues on customer systems and resolves those issues through remote troubleshooting.
• Collaborate with internal and external groups on solving more complex technical issues.
• Effectively document problems and solutions into a product knowledge database.
• Learn and remain compliant with all regulatory and quality requirements.
• Working outside of normal business hours, overtime and holidays may be required based on the needs of the business.

• Handles other duties as assigned
• Maintain a high level of success with the team's Key Performance Indicators
  • Customer Satisfaction - measured on individual satisfaction factors
  • Availability to answer calls, call handling, communication, and documentation skills
  • Timely support case closures
  • Completion of provided training

Qualifications

• Trade School Certification, 2 Year Degree, or Industry Experience Equivalent
• Superior communication and interpersonal skills, excellent phone manner.
• Ability to achieve results and meet goals in a fast-paced, team environment.
• Ability to make independent decisions based on interpretation of technology data and product knowledge.
• Excellent organizational and multi-tasking skills.
• Working knowledge of Windows OS (Microsoft Server 2012, 2016, 2019, 2022+), Networking, SQL Server and Oracle

Preferred Skills

• Knowledge of Synapse workflows and their implementations.
• Knowledge in Synapse application front end
• Experience with clinical data transfer protocols and interfaces (HL7 and DICOM)
• Knowledge of medical informatics architecture (VMware and Storage Solutions)
• Industry-specific certifications in relevant technical background (Microsoft, VMware, Cisco, Security +, etc.)

• The ability to sit up 75-100% of applicable work time.
• The ability to use your hands and fingers to feel and manipulate items, including keyboards, up to 100% of applicable work time.
• The ability to stand, talk, and hear for 75% of applicable work time.