Job Title: Technical Support Specialist
Job Type: Remote
About us & the role
PocketHealth is looking for a Technical Support Specialist to provide technical support and handle urgent escalations from patients or providers in a production environment with high-volume transaction traffic as part of the Provider Operations team. In this role, you will work closely with all stakeholders including support representatives, customers, account managers, technical services and the management team.
Our Technical Support team are troubleshooting experts. They know that sometimes you need to check that everything is plugged in, turn it off and then on again, while also being ready to dig to find the root cause of a software issue. This is a team that works cross functionally across the business with Engineering, Support, and other teams while supporting our patients and providers. As a TSS here at PocketHealth, you’ll be a trusted source of PACS / DICOM knowledge for other folks across the business.
About You:
- 1-2 years experience with databases, querying large databases, and database configuration (MySQL, NoSQL, MSSQL, etc.)
- Experience in diagnosing, troubleshooting and resolving issues with software and hardware.
- Stellar communication skills; communicating cross-functionally, and working directly with patients or providers, you’ve got to be able to walk the walk and talk the talk.
- Education in & passion for technology. Whether it be an undergrad in CS, a certificate in Linux, or some courses on Udemy – we want to know that you’re passionate about what you do and always want to be developing your technical skills.
These will help you be successful but aren’t dealbreakers:
- Experience in Windows OS, Linux, or macOS. We support all kinds of patients & providers, platform agnostic!
- Knowledge or experience with PACS / RIS / EMR is helpful since these are used by the people we support.
- Knowing DICOM or HL7 standards is helpful, for the same reasons as above.
- Experience with a Network admin or Systems admin position is an asset. Sometimes you’ve just got to check that it’s all working.
- Experience documenting processes. We’re a growing team within a growing company, so we’ve got to write things down. This also helps in triaging issues.
- Experience with performance metrics. It’s important that we maintain our SLAs in resolving patient/provider issues. Metrics help us know how we’re doing.
How to Apply:
Interested and qualified candidates should click on ‘Apply now’ below.
