Join Our Expert PACS Support Team
Located in Brentwood, TN, Radsource is renowned for its innovative product, ProtonPACS, which offers state-of-the-art software applications and platforms for the efficient archiving and viewing of digital radiological studies. As part of our rapidly expanding team, you’ll play a pivotal role in a company that stands at the forefront of the fast-paced radiology industry.
With competitive salaries, comprehensive benefits including medical, dental, vision, 401K, and PTO, Radsource presents an exceptional opportunity for those passionate about customer service, technical support, and making a significant impact in healthcare.
Whether you’re starting your career or looking to take it to the next level, discover how you can contribute to our mission of providing unparalleled PACS services to radiologists and organizations nationwide.
Level II PACS Support Analyst
We are seeking bright individuals to work within our radiology PACS Support department providing unique customer support. Our Support Specialists become subject matter experts on the various IT platforms and software applications at Radsource.
Level I PACS Support Coordinator
Level II PACS Support Analyst
Radsource, LLC is a growing Radiology PACS company with a wide nationwide customer base. Radsource’s product model, ProtonPACS, provides highly integrated software applications and platforms for the archiving and viewing of digital radiological studies. We are seeking friendly, organized, customer service and results driven individuals with excellent multi-tasking skills, good follow through on problem resolution, and good IT aptitude, to work in a help desk environment and join our Level II customer support team.
We are seeking bright individuals to work within our radiology PACS Support department providing unique customer support. Our Support Specialists become subject matter experts on the various IT platforms and software applications at Radsource. This position must be able to: manage tickets, troubleshoot, follow through on PACS Support issues from start to finish, and work directly with our customers and physicians professionally.
This Level II PACS Support Analyst, for Level 2 Application and Software Support works closely with the PACS Administrator, radiologic technologists, and end users regarding their daily workflows, and issues, in addition to participation on special project needs for the customers and the company. This position is perfect for the go-getter PACS support candidate ready to ask questions and jump into a new career in Radiology PACS Admin Support at a company full of great people.
Our company offers competitive salary and benefits to include medical, dental, 401K and PTO.
Job/Skill Requirements
- 2+ years of experience in Help Desk customer support in a high paced environment
- Strong customer service skills and client communication skills
- Ability to work independently.
- Ability to think through issues logically and provide follow through.
- Sound judgement and evaluation skills.
- Aptitude for focusing and understanding the customer’s needs.
- Mentor/Teacher of others.
- Possess a common understanding of medical and clinical environments.
- Any radiology background or experience is a plus, but not required.
- Good interpersonal skills, specifically working with co-workers, customers, and management.
- Dependability
- Accessibility
- Excellent verbal and written communication skills.
- Excellent customer service skills, including the ability to deal calmly, positively, and professionally in tense or elevated situations and with upset or frustrated customers.
- Ability to diagnose, troubleshoot, obtain results, provide solutions for a broad range of application issues.
- PC Workstation skills including but not limited to proficiency in Microsoft Office.
- Radiology PACS viewing software experience a plus.
- Basic Networking
- Basic Windows experience
- Ability to research break/fix issues timely and know when to escalate.
- Experience with Linux is preferred.
- Experience with remote access support session software.
- VPN connectivity and DICOM, knowledge a plus.
- Experience in modality/modality work list and radiology department workflow is preferred but not mandatory.
- Experience with radiology workflows a plus.
- PACS administration is preferred but not mandatory.
- PACS Administrator certification preferred but not mandatory.
- Proficient Help Desk experience
- Good overall and general support knowledge required.
- Strong ability to close ticket queue and resolve PACS related technical issues.
Responsibilities
- Responsible; able to manage time effectively and work efficiently, both with and without direct supervision.
- Provides technical and application support to our customers which may include Radiologists.
- Responds to customer inquiries concerning system software and applications.
- Acting as a Level 2 point of contact, taking ownership of application issues while seeking a resolution, and escalating/developing preventive measures for long term solutions.
- Proactively monitoring system health and responding to alerts – ensuring the stability and availability of the production environments.
- Issues unresolved at Level 2 and escalated to Level 3 must be documented with concise description, actions, and traces required for escalation of “bugs” and/or “request for assistance”.
- Offering consultancy and hands-on support for our associated Professional Interpretation Physician practice.
- Follows customer issues through to completion to ensure resolution and customer satisfaction are achieved.
- Being available for on CALL rotation as needed.
- Training Radiologists and users on Radsource Applications.
- Gain common understanding of radiology, radiology departments, EMR, radiologic technologist workflows, modalities (MRI, CT, X-Ray, Mammograms, Ultrasounds, and other radiological services) and to support the IT workflow configurations per client with a smile.
Level I PACS Support Coordinator
Radsource, LLC is a nationwide Radiology Picture Archiving and Communications System (PACS) company, providing PACS services for radiologists and organizations offering radiology services. Our company is rapidly growing in the fast-paced industry of Radiology. Radsource’s product model, ProtonPACS, provides highly integrated software applications and platforms for the archiving and viewing of digital radiological studies. We are seeking friendly, organized, Customer Service driven individuals with good multitasking skills to join our Level I Customer Support team.
Our Level I PACS Support Coordinator representatives manage our help desk and are the face of the company as they receive and triage all incoming customer support requests and inquiries. In addition to various help desk responsibilities and special projects, this Level I PACS Support Coordinator interacts closely with our customers via the phone, and email to address incoming customer help desk issues. The help desk issues addressed are documented closely within our ticketing system and resolved through internal resolution processes.
This position is perfect for the candidate that likes to learn new things, interact with customers, and resolve customer issues. The many layers of the ProtonPACS service model offers the opportunity to learn the intricacies of the industry from evaluating radiology workflow situations to assisting the radiologists and technologists in the field. Candidate must be able to multitask, be self-driven, learn new things, have initiative, and enjoy the help desk environment.
Our company is located in Brentwood TN and offers a competitive salary and benefits to include medical, dental, vision, 401K and PTO.
Job/Skill Requirements
- 2+ years of customer support, preferably with technical support
- Strong phone support skills
- Strong customer interaction and engagement skills
- Excellent client communication skills
- Ability to work independently and on a team
- Sound judgement and evaluation skills
- High attention to detail
- Manage high email and call volume effectively
- Good technical and computer aptitude, Level I IT support background a plus
- Must possess professional phone etiquette
- Must be customer service orientated
- Can focus on customer needs and determine best problem resolution or if escalation is needed timely.
- Able to utilize a ticket system effectively
- Ability to work in fast paced environment
- Must be able to multi-task (phones, emails, creating tickets, daily duties)
- Dependable, friendly
- Must work cohesively in a team environment
- Excellent customer service skills, including the ability to deal calmly, positively, and professionally in tense or elevated situations and with upset or frustrated customers
- Ability to diagnose, troubleshoot, obtain results, provide solutions for a broad range of Level I application issues
- Good overall and general IT knowledge or aptitude is required
Responsibilities
- Responsible; able to manage time effectively and work efficiently, both with and without direct supervision.
- Manage a variety of Help Desk responsibilities.
- Provides technical and software application support to our customers which may include Radiologists.
- Take frequent incoming phone calls from customers, manage high volume of emails, and follow through with detail.
- Interact with different departments and engage assistance as needed.
- Willing to take on special projects (assistance with billing, documentation, schedule tasks, etc.) and interdepartmental changes as they arise.
- Perform customer support administrative duties as required.
- Provide follow through on ticket escalation with internal support teams.
- Must be willing to gain common understanding of radiology, radiology departments, EMR, radiologic technologist workflows, modalities (MRI, CT, X-Ray, Mammograms, Ultrasounds, and other radiological services offered) and support the IT workflow configurations per client with a smile.
- Participate in new customer debrief meetings to understand customer workflows.
- Must be willing to learn and troubleshoot Radsource software and web portal applications.
- Work daily with internal departments, external clinical staff, and radiologists in a professional manner.
- Be willing to learn new things and flexible to help in other areas of the department.
- Must be able to effectively communicate with all stakeholders (physicians, imaging technologists, business and executive leaders, team members, etc.)
If you would like to learn more, please contact us using the form below.