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Oso Healthcare was founded on the principles of the “Creativity Framework” Open Source, Patient Centric and Service Excellence to help create innovative, sustainable, cost-effective services and solutions that enable healthcare providers to address their growing information management needs while continuing to support the delivery of the best possible patient care. Oso Healthcare is currently focusing on developing and expanding innovative support services solutions for Open Source software in the Imaging Informatics healthcare domain to help clients achieve their imaging information management goals.

COMPETITION #: 2009-07TSS
JOB TITLE: Technical Support Specialist
EMPLOYMENT STATUS: Permanent Full-Time
NUMBER OF POSITIONS: 1
POSTING DATE: July 21, 2009.
POSTING CLOSING DATE: July 31, 2009.
START DATE: TBD (Tentative-Mid-August 2009)
SALARY RANGE: TBD

JOB DESCRIPTION:
The primary role of the Technical Support Specialist will be to address customer software support requests received via email, web, telephone and/or partner channels for a variety of Radiology Information System(RIS), Picture Archiving and Communication System(PACS) and Voice Recognition (VR) products and solutions. The Technical Support Specialist will use his/her technical competency and excellent customer service skills to fulfill the following responsibilities:

RESPONSIBILITIES: *Interface with Oso Healthcare customers requiring software support for medical imaging systems via various communication media. *Ensure user issues are triaged, addressed and resolved according to Oso Healthcare standards of practice. *Resolve customer support billing issues as required. *Provide user training and education to a diverse group of users. *Liaise with third-party vendors to resolve customer issues as necessary. *Utilize Customer Relationship Management (CRM) software to track, manage and resolve customer issues in a systematic and proficient manner. *Maintain meticulous documentation and records for internal and external change control processes. *Prepare relevant reports for Oso Healthcare management as required. *Establish effective working relationships and collaborate with Oso Healthcare partners and vendors to provide third-party client support services. *Continuously maintain, refine and develop the Oso Healthcare knowledge base. *Provide recommendations for services and product development to Oso Healthcare management and partners. *Participate in Quality Control (QC) meetings to provide feedback to partners. *Participate in continuing education opportunities with vendors, partners, clients as required. *Maintain operations of Oso Healthcare computer equipment. *Actively provide operational feedback and suggestions to Oso Healthcare management. *Transfer work responsibilities to special projects as required and advised by Oso Healthcare management.

QUALIFICATIONS: *Minimum 2 years direct experience supporting RIS, PACS and/or VR systems. Completion of a recognized degree/diploma in IT networking, programming and/or software support; completion of a recognized Imaging Informatics program preferred. *Solid knowledge and experience with various operating systems, including MS Windows XP/Vista, MS Server 2003/2008, Linux. *Working knowledge of databases including MS SQL 2005/2008, MySQL; MS SQL scripting is preferred. *Excellent working knowledge of diagnostic imaging department workflows, as well as general policies and procedures is required. *Ability to demonstrate understanding of DICOM, HL-7, IHE standards and concepts. *Exceptional customer service and interpersonal skills *Excellent verbal and written English communication skills. *Self-motivated and eager to learn about new products from internal and external resources. *Strong decision-making and problem solving skills. *Ability to multi-task and prioritize various issues based on sound time management skills *Results driven with high energy, accustomed to working in a fast-paced, changing environment. Demonstrated flexibility and ability to cope with stress during peak periods with changing demands, priorities and multiple tasks *Tenacious with deadlines; results oriented. Demonstrates creativity and innovation to accept and apply new methods and techniques to performance of work *Ability to work independently and/or with limited supervision. *Team-orientated and demonstrates awareness of organizational mission, objectives and goals. *Willing to work flexible hours and/or telecommute. *Excellent attendance record *Ability to take on-call responsibilities as required.

To apply for this position, please email your resume and cover letter to: martink@osohealthcare.com

Please note that only those selected for an interview will be contacted.