Technical Support Specialist

vor 1 Monat

Wien, Wien, Österreich Philips Vollzeit

At Philips, we believe that every human matters. As a Technical Support Specialist - Healthcare IT, you will play a crucial role in delivering quality healthcare to people around the world.

About the Role

We are seeking an experienced Technical Support Specialist - Healthcare IT to join our team. In this role, you will be responsible for resolving customer technical requests remotely, ensuring efficient solutions before dispatch. You will collaborate with the team to address service needs, including upgrades and installations, while delivering excellent support through various channels.

Main Responsibilities

  • Qualify customer calls for EMR&CM product calls for geographical territory & customers assigned.
  • Operate as the L1 responder for EMR-CM products, finding and establishing problem solutions for technical problems.
  • Answer basic questions about application and configuration of EMR&CM products.
  • Finding and establishing problem solution for basic application problems.
  • Communicate with field organization and BU to provide onsite visits to keep systems up to date and working.
  • Provide customer training for EMR-CM products.
  • Act as a technical liaison with Customer, Field organisations, Business Units and 3rd party companies.
  • Work with the BU to test hot fixes and future releases EMR-CM products.
  • Stay updated with current technology and technical requirements of assigned products.
  • Execute administrative tasks on time and to requirement.

Solution Center Call Qualifying

  • Qualify and prioritize incoming calls, customer needs and problems.
  • Document the call according to quality system and perform qualification.
  • Finds, communicates and implement solutions to customer's problems.
  • Follow up for the case done, until it is entirely solved.
  • Keep escalation rules and communication rules and deadlines.

Requirements

To be successful in this role, you should have:

  • A min. bachelor's degree in computer science or medical informatics or other equivalent qualifications.
  • Skills in PC platforms (Microsoft Windows OS), Windows Server Operating Systems, Windows SQL Server 2012 and higher, and Networking.
  • Experience in Healthcare IT desirable, some clinical IT infrastructure experience is also good.
  • Familiarity with standard hospital IT interfaces (HL 7, DICOM, FHIR).
  • Understanding of Clinical/Hospital Patient Workflow.
  • Strong IT/network skills (JavaScript, XML, SQL, Client/Server).
  • Strong foundation level database skills (preferably MS-SQL).
  • Excellent verbal and written communication skills; ability to communicate effectively with both technical and non-technical stakeholders.
  • Reliability, commitment, and confident demeanour; strong cross-departmental teamwork abilities.
  • Availability: willing to work weekends and provide extended emergency service with 24/7 on-call availability when needed.

About Philips

We are a health technology company committed to helping people live healthier lives through our innovative technologies. Our purpose is to improve people's lives through meaningful innovations in healthcare.

Salary Information

The estimated annual salary for this role is €59,015.46, gross, with a willingness to overpay based on qualifications and experience. This is in line with the market average and reflects the importance of this role within our organization.

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