Customer Care L2

🕒 February 7

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PaxeraHealth

WebsiteLinkedInAll Job Openings

51 - 200 employees

⚕️ Healthcare Insurance

🤖 Artificial Intelligence

Healthcare Insurance • Artificial Intelligence

PaxeraHealth is a leading provider of innovative medical imaging solutions that leverage artificial intelligence to enhance healthcare delivery. Specializing in integrated PACS systems, enterprise imaging, and AI authoring platforms, PaxeraHealth serves radiologists, clinicians, and patients globally. Their solutions are designed to be scalable and cost-effective, compatible with any EMR system, and focus on improving patient engagement and operational efficiencies. With a presence in over 50 countries and a dedication to continuous improvement, PaxeraHealth is at the forefront of transforming radiology and other clinical domains with advanced AI technologies.

📋 Description

• Acts as 2nd level advanced Paxera product software support to clients, L1 technical support and implementations • Works to exceed customer’s service expectations and deliver best in KLAS service • Responds to user requests for service and investigates error messages to determine nature and extent of support needed • Documents and escalates unresolved problem tickets to appropriate department for issue resolution • Attends conferences, exhibitions and trade shows as needed to ensure technical issues are resolved timely • Prepares weekly activity reports as needed for customer or sales • Provides immediate notification to Technical Support Manager and team regarding major service failures or customer system outages • Maintains training on PaxeraHealth’s products, policies and procedures • Maintains training on the latest technologies ensuring that own expertise and knowledge in the support, operation and installation of any application of Paxera products and programs is maintained • Utilizes advanced tools to analyze network communication affecting the use of Paxera’s applications • Troubleshoots, configures and installs PaxeraHealth’s family of products for clients and potential clients ensuring a high level of customer satisfaction is maintained • Performs hardware/software upgrades to existing computer equipment as needed • Provides proactive service based on system monitoring information • Performs technical tasks in assisting with project implementation such as installing virtual machines, OSs and software and scripting • Helps clients to understand Paxera technologies in relation to imaging and clinical workflows • Investigates appropriate areas of potential problems and elevates to L3 Support or to the TS Manager if resolution cannot be determined • Works with TSE-L3 and Development on detailed documentation of problem tickets for resolution or submission of product enhancement request • Works with 3rd party software vendors to resolve problems where Paxera’s products are integrated • Updates internal documentation and technical support content when after go lives changes are made to Paxera products and programs

🎯 Requirements

• Degree in Computer Science or similar or at least 3 years’ related experience in a medical imaging organization or IT field • Experience supporting and implementing PACS solutions and /or strong clinical background in medical imaging • Working knowledge of healthcare standards: IHE, DICOM and HL7 • Previous medical imaging experience working with large healthcare enterprises either directly as a member of the healthcare enterprise or a vendor of the healthcare enterprises • Excellent communication skills: Written, verbal and listening.

🏖️ Benefits

• Competitive salary • Flexible work hours • Professional development budget • Home office setup allowance • Travel occasionally as needed to client sites and to trade shows