Radiology Support Specialist/ Technical Support Specialist

Overview :

Tekwissen group, is a workforce management provider throughout the USA and many other countries in the world. This client is a German multinational Pharmaceutical and biotechnology company and one of the largest pharmaceutical companies in the world, headquartered in Leverkusen, and areas of business include pharmaceuticals;

consumer healthcare products, agricultural chemicals, seeds and biotechnology products.

Department / Team Description :

Solutions Support To deliver a superior customer experience by providing product technical and clinical support to all customers, internal and external.

Position Summary :

This role will provide Level 1 support and routine / preventative maintenance for software products to our customers and partners, all in a timely manner.

Position Duties and Responsibilities :

• Provide world-class support, in cooperation with our partners, using our end-to-end tech stack and processes, ensuring that customer needs are addressed
• Have the ability to coordinate / participate in numerous tasks / projects in a fast-paced environment in an organized manner while meeting deadlines
• Facilitate feedback from customers to Marketing, Sales, Product Management and Customer Success to ensure continuous customer driven product improvements
• Ensure high level of quality of the Radiology Digital Solutions Platform, through continuous testing and focus on data quality
• Handle customer requests and complaints; technical, clinical, and workflow, in a prompt and effective manner for Client’s digital offerings
• Respond in a highly professional manner to incoming calls, emails, and other requests in a timely fashion
• Using an internal Knowledge Management system, identify and troubleshoot issues with the goal of increasing customer satisfaction
• Assist product development and sustaining teams in preparation of technical documents and creating support process documentation
• Article writing for the knowledge management system.

Requirements / Preferences :

• Education Minimum Requirement : Associates Degree
• Education Preferred if different from above : Bachelors Degree

Skill & Competency Requirements :

• Associate’s degree or Bachelor’s degree
• Strong verbal and writing communication skills
• Proficient in Microsoft office products and / or other products which may be used in the position
• Hands-on mentality, self-motivation, team-player attitude, detail-orientation, and results-driven mindset
• Domestic (5-10%) limited travel.

Preferences :

• Call Center Experience
• Experience / knowledge of Radiology workflow
• Windows Server Certification
• Google Cloud Certification
• CIIP Certification
• Understanding of data privacy and cybersecurity
• Experience with product implementations
• RedHat Certification
• DoD Access (1. Security Plus Certification. 2. Must have completed a T3 investigation and obtained Adjudication : Position of Trust for ADP / IAT Level II.)
3 days ago