Software Support Specialist
hace 2 días
At Elekta, we are committed to enhancing healthcare delivery by providing innovative solutions. We are currently seeking a highly skilled Software Support Specialist - Clinical System Expert to join our team.
Job Overview
As a Software Support Specialist - Clinical System Expert, you will be the primary point of contact for customers seeking product support. Your expertise will make a real difference in the lives of patients and healthcare professionals by ensuring seamless operation of our products and addressing any issues that may arise.
About the Role
You will engage directly with customers through phone, email, and our customer portal, providing timely and professional support while prioritizing the clinical impact of each case. Your strong communication and interpersonal skills will be essential in building relationships with our clients and helping them navigate any challenges they encounter.
Responsibilities
- Primary resource for answering phone calls from customers seeking product support.
- Troubleshoot product issues in a live clinical environment.
- Prioritize activities to ensure clinical system down problems receive immediate attention.
- Document all support activities in line with Elekta policies and procedures.
- Resolve and/or escalate cases as required.
- Attend internal and external training as required. Demonstrate knowledge and skills obtained from training.
- Visit customer sites to investigate and resolve product issues.
- Prioritize and manage cases in an efficient and professional manner.
- Communicate with customers to understand the problem, localize the origin, and troubleshoot efficiently to bring about swift resolution.
- Clearly explain to the customer what steps are necessary to diagnose and resolve the problem so that they are fully aware of the implications and timescales involved.
- Escalate and seek advice and assistance as required to ensure all issues are managed to a satisfactory resolution in the fastest possible time.
- Ensure that all interested parties are aware of ongoing or escalating issues, progress being made and any plans that have been put in place.
- Ensure that the customer is fully aware of the implications of any work being undertaken before that work commences.
What You'll Do at Elekta
$85,000 - $110,000 per year (estimated salary range based on location and industry standards)
Requirements
We are looking for individuals who are passionate about technology and customer service, with a desire to expand their knowledge and grow within our support team. If you thrive in a collaborative environment and are committed to delivering exceptional support, we invite you to apply and become a key part of our mission to enhance healthcare delivery.
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