Support Specialist

About Medicom

Medicom is a leading enterprise imaging software company that solves longstanding interoperability challenges for clinicians, staff, patients, and researchers. Its core platform, Connect, supports diverse enterprise imaging interoperability use cases. These include access to prior and unread imaging studies, point-of-care workflows, patient access to images, orders and results workflows for teleradiology, telestroke and trauma, and cross-institution sharing of digital imaging. Medicom's Network is adopted by over 1,000 US healthcare institutions and backed by leading venture capital firms, such as UPMC Enterprises. Data and insights from the Medicom Connect network drive Medicom's Intellect offering, which helps clinicians and researchers advance patient care and develop new therapies.

About the role

The Medicom Support Specialist will be responsible for supporting Medicom’s product suite for customers across the network. Supporting Medicom’s products will require configuration of DICOM connectivity, Push and Store destinations, Query and Retrieve debugging, HL7 interfaces for bi-directional ORU, ORM, SIU, ADT and API interfaces through FHIR, and familiarity with DICOM SR. Medicom is seeking a positive and hands-on individual that will be working directly with both patients and providers.

What you'll do

• Fielding live calls from both patients and end-users to support technical issues
• Fielding tickets within our Salesforce environment and managing the queue to adhere to our Service Level Agreement (SLA) with clients.
• Troubleshooting technical issues with DICOM sends, queries, or stores.
• Troubleshooting network or hardware-related issues on client devices.
• Troubleshooting issues with sending and receiving of HL7 Messages
• Troubleshooting issues with FHIR integrations
• Upgrading existing clients to new versions of our software
• Supporting our Implementation Team through technical roadblocks with live implementation.
• Creating articles for our internal and client-facing Knowledge Base
• Triaging client’s feedback with our Development team to improve upon product functionality

Qualifications

• 2+ years of experience working with an enterprise PACS.
• 1+ years of experience building and supporting HL7 interfaces for radiology workflows.
• Knowledge of HIPAA and healthcare standards.
• Basic Network troubleshooting (TCP/IP).
• Basic Server and Hardware troubleshooting.
• Strong written and oral communication skills.
• Experience working directly with end users and clients.
• Positive and courteous during customer support.