Level 1 Support Coordinator

Overview:
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. Help desk issues addressed are documented closely within our ticketing system and resolved through internal resolution processes.

This position is perfect for the help desk support 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.

This is a remote position. Tennessee residency is preferred, but not mandatory. However, employment regulations per state, may restrict hiring ability. Radsource reserves the right to not hire due to hardship on the company due to applicable employment law. Our company is located in Brentwood TN, and offers competitive salary and benefits to include medical, dental, vision, 401K and PTO. Website: www.radsource.us

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.)

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• No nights
• No weekends

Experience:

• Help Desk: 2 years (Required)

Work Location: Remote