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Software Support - Customer Support Specialist

Software Support - Customer Support Specialist

Job Description

Digisonics, a Houston-based, award-winning medical software provider is seeking experienced Customer Support personnel. The Customer Support Specialist’s primary responsibilities include providing remote assistance for clinical personnel and performing remote software installation or configuration. This  position requires 5+ years experience installing, configuring and supporting complex computer software applications in a healthcare/medical environment. Duties include remote system fault investigation, diagnosis and correction, provision of software suite remote installation and upgrade services. The Customer Support Specialist performs any combination of following duties to provide technical support to customers:


Primary Responsibilities:


   •       Provide customer support to our valued customers.
   •       Performs a variety of tasks and works under general supervision in a technical call center environment.
   •       Assist users in resolving software/hardware/system related issues.
   •       Remotely investigate and address issues using VPN, GoToMyPC or similar remote access tools. 

   •       Responds to customer requests for support, both technical and clinical, on Digisonics products.

   •       Confirms support contract status and determines whether requested support is in scope of the contract.  

   •       Use call management system software to document the call, the troubleshooting performed and actions taken.  

   •       Troubleshooting is performed using the Digisonics knowledgebase, product documentation, technical expertise and general IT skills.  

   •       Provides workaround steps for customers to prevent or minimize impact of problem reported. 

   •       Employee consults with senior support personnel as required to address customer issues.  

   •       Personnel also consult with clinical applications specialists as needed.  

   •       Track all open calls to assure resolution is provided to customers in as short a time as possible.
   •       Additional duties may include product testing, remote software installations and others as assigned.


Job Requirements


       Associate’s degree in a technical field, prefer Bachelor’s degree.

   •       Current IT certifications are a plus.




   •       A minimum of 3+ years experience providing end user support in an IT/computer-related field ideally in a medical environment.
   •       The ideal candidate should be familiar with standard concepts, practices and procedures used in IT support

   •       Prefer experience with Networking, Access/SQL databases, Citrix, DICOM, HL7 
5+ years of customer service in a fast passed environment.  
   •       Healthcare IT industry background is a major plus


Non-Technical Skills:


   •       Excellent communication and organizational skills. 
Ability to work with minimal supervision and as part of a team. 
Superior ability to document test procedures and results. 
He/she has experience in planning and accomplishing goals.

   •       Professional communication skills, both verbal and written, for interaction with customers and co-workers.



       Health Insurance

   •       Life Insurance

   •       Dental Plan

   •       Disability Insurance

   •       Paid Vacation

   •       Paid Sick Leave

   •       401(K) plan

   •       Profit Sharing

   •       Paid Training



   •       Healthcare - Medical Software

Job Snapshot

Employment Type Full-Time
Job Type Information Technology
Education 2 Year Degree
Experience At least 5 year(s)
Manages Others Not Specified
Industry Computer Software
Required Travel Negligible
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Software Support - Customer Support Specialist

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