Senior Technical support Engineer

Resolve customer and partner technical support issues through phone, web meetings,

email and other channels

 Help team members in resolving support tickets and troubleshooting by acting as point of

escalation for difficult/advanced technical support issues.

 Identify and highlight best practices in support and contribute to a knowledgebase of

articles

 To assist colleagues in knowledge and skills development in relation to PACS\RIS field.

 To provide a structured, informative and enjoyable support experience with timely and

clear communication

 To develop strong relationships with clients, partners and co-workers.

 To interact productively with sales people and the development team

To be able to listen to customers and partners and understand their goals.
 To be able to articulate technical information in a manner that is suited to the customer or
partner who has requested assistance.
 Provide first and second-level telephone Technical Support wherever required.
 Be available for after-hours telephone support.
 Ensure all calls are closed within SLA.
 Update database with call status and information and ensure all parties are informed.
 Evaluate and understand new products for training purposes.
 Provide support, guidance and assistance to Junior Technical Support Engineers or
Technical Support Engineers. (Level 1 and Level 2)
 Ensure that all anti-static precautions are followed.
 Ensure all procedures are implemented.
 Provide reports where required.
 Ability to multi-task and maintain priorities.
 Ability to maintain excellent customer service rapport.
 Any other duties which may from time to time be requested by Technical Support
Manager or Management.

Job Details

Career Level:

Mid Career