200+ applicants

Company

Royal Solutions Group, LLC · 18 hours ago

Application Help Desk (Radiology Software/Tech)

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

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Responsibilities

Handle customer inquiries and complaints

Provide information about the products and services

Troubleshoot and resolve product issues and concerns

Document and update customer records based on interactions

Develop and maintain a knowledge base of the evolving products and services

Communicate professionally, courteously, and efficiently with the customers and remain calm under stress

Collaborate and develop strong relationships with customers and business colleagues

Manage incoming calls and provide unsurpassed customer service

Provide incident, change, and problem management support

Create and manage issues efficiently within the ticketing system

Coordinates team members to gather information and prepare organized, consistent, accurate ticket status updates

Ensure the needs of the customer are represented in all updates

Proactively and independently troubleshoot and resolve complex incidents and requests without direction

Escalate tickets to management and development team as needed

Independently analyze, develop, test, document, implement, and support custom configurations to various radiology workflows within Royal modules to enhance workflow methodology and tools

Understand complex requirements of end-users and goals and propose technical solutions for various design and configuration needs

Assist in prep and conduct formal/informal training sessions for customers and colleagues

Design, test, and provide customers with customized analytic reports

Collaborate with senior team members to develop solutions

Team player who demonstrates flexibility

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Healthcare experienceApplication Help Desk experienceClinical information systemsClinical informaticsData managementSystem administrationHigh-volume supportHL7 message formatsTroubleshooting network problemsEditing PDFsHTTP protocolExcelSQLRemote PC management toolsCustomer service experienceSales experienceBuilding rapport with clientsAdapting to changePositive demeanorIBM MergeGEEPICNextGenImagineCareStreamCritical-thinking skills

Required

Healthcare experience - knows the subject matter of radiology workflows and understanding of systems such as document management, dictation, EHRs, RIS, and PACS

Minimum 2 years Application Help Desk experience

Strong knowledge of clinical informatics, data management, reporting, and system administration

Experience with high-volume support

Provide high-volume support for healthcare systems, including answering support calls, troubleshooting issues, and ensuring minimal downtime.

Familiarity with HL7 message formats, types, and message structure.

History of troubleshooting and diagnosing network-related problems.

Experience editing and creating PDFs with form fields

Familiarity with HTTP protocol and troubleshooting HTTP errors and messages

Comfort with filtering and searching datasets in Excel, SQL, or other large databases to find relevant information.

Experience searching log files and logging systems to find potential causes of issues.

Comfort with using remote PC management tools to connect to remote computers for troubleshooting.

Highly effective verbal and written communication skills, strong interpersonal skills, and the ability to work independently as well as a member of a team

Strong problem-solving and critical-thinking skills

Bachelor's degree in Computer Science, Business Administration, Management Information Systems, or equivalent experience/training

Previous experience in customer service, sales, or other related fields

Builds rapport with clients, prioritizes and multi-tasks

Adapts to rapidly growing and changing environment

Positive and professional demeanor