Technical Support Specialist

The Technical Support Specialist serves as the primary point of contact for customers needing assistance with medical imaging software. This role handles inbound phone calls, customer inquiries, and support tickets while troubleshooting technical issues related to software platforms, data transfers, network connectivity, product usage, and complex healthcare technology workflows.

The specialist documents support interactions, manages tickets in Zendesk, escalates complex issues to engineering or IT teams, and helps maintain a positive customer experience. Familiarity with Windows, Windows Server, Office 365, networking concepts, DICOM, PACS, and medical imaging workflows is helpful.

### Key Responsibilities

* Respond to inbound phone calls and customer inquiries
* Triage, document, prioritize, and escalate support tickets in Zendesk
* Troubleshoot software, data transfer, and network connectivity issues
* Guide users through medical imaging software platforms
* Explain product features, differences, and appropriate usage
* Document customer interactions, resolutions, and recurring issues
* Maintain accurate internal knowledge base records
* Escalate complex technical issues to engineering and IT teams
* Collaborate with internal teams to resolve technical, integration, or infrastructure issues
* Maintain professional communication by phone and email
* Manage multiple calls, tickets, and follow-ups simultaneously

### Requirements

* Previous experience with Windows, Windows Server, and Office 365
* 1+ year of working knowledge of common IT systems and technologies
* Ability to troubleshoot common IT problems
* Basic computer and networking knowledge
* Ability to manage multiple projects or priorities at once
* Strong written and verbal communication skills
* Ability to interact professionally by phone and email
* Strong customer service orientation
* Ability to manage calls, tickets, and follow-ups reliably

### Preferred Qualifications

* DICOM knowledge or experience
* PACS experience
* Medical imaging workflow experience
* Healthcare IT systems experience
* Technical support or software support experience
* Ticketing system experience
* Ability to learn new software platforms quickly
* Experience collaborating with engineering or product teams

### Benefits

* Medical insurance
* Dental insurance
* Vision insurance
* 401(k) matching
* Remote work opportunities
* Paid time off
* Paid volunteer day
* Professional development opportunities
* Career advancement opportunities
* Supportive work environment

### Good Fit For

This role may be a strong fit for candidates with experience in technical support, help desk operations, healthcare IT, medical imaging software, PACS, DICOM, software troubleshooting, Windows support, network troubleshooting, ticket management, or customer-facing IT support.