Support Specialist

1 month ago

New York, New York, United States UltraLinq Full time

What and who we are: UltraLinq Healthcare Solutions, Inc. is a SaaS cloud-based medical image solution. We give our clients the ability to read, store, report and archive anytime and from anywhere with an internet connection. We are a mature SaaS company with a startup mentality. Our team solely consists of passionate, motivated problem-solvers dedicated to providing exemplary service to our customers as we improve the healthcare experience for healthcare providers and professionals. We nurture a casual, diverse and energetic atmosphere with highly supportive co-workers.
Who we need: We are currently seeking a Technical Support Specialist to join our New York office. This is a great position for someone who enjoys troubleshooting, working as part of a small team, and participating in collaborative process and procedure development. We subscribe to a hybrid model where employees will be working remotely for the most part with 1 to 2 weekly in-office days in our Long Island City office location.

Why you should apply: If you are thinking of joining the Health Information Technology industry, this position is a good launchpad. You will be introduced to the growing field of cloud-based software and its impact as a disruptor for regulated medical devices, as UltraLinq is cleared by the FDA as a Class II Medical Device and is CE marked as a Class I Medical Device. You'll also learn about PACS, SaaS, DICOM interoperability, networking imaging modalities and virtual reporting and delivery solutions including HL7 integration.

How to succeed in this role: A successful candidate is someone who takes initiative to explore the features of our product and seeks to understand WHY our features and solutions work rather than just HOW. To join our team, you'll need to be a quick and flexible thinker and eager to learn as much as you can so you can speak to medical health professionals (sonographers, physicians, medical billers, hospital I.T. administrators, etc.) confidently about UltraLinq.

In this position you will:

  • Apply your technical expertise to quickly resolve both simple and complex problems.
  • Troubleshoot technical problems with clients by phone and via Zendesk.
  • Create FAQs or other documentation for problem solving.
  • Collaborate with the team to document and/or resolve product issues.
  • Maintain excellent customer communication and follow up throughout the troubleshooting process.
  • Provide detailed documentation of reported product issues and resolutions.
  • Deliver constructive product feedback as it is received from customers.
  • Suggest ways in which UltraLinq can improve the overall customer experience.


Experience:

  • Minimum 1 year experience in a customer-facing telephone support role
  • Work or education related experience which required the ability to think critically in order to solve problems
  • A help desk, healthcare information technology or medical background (or a related field of study) is a plus.
  • Experience as a server or in a high-volume retail position is also a plus (skills honed in that role transfer exceptionally well).


Skills/Knowledge:

  • Excellent professional and technical writing skills including tone, clarity grammar, punctuation skills are required specifically for, but not limited to, internal documentation.
  • Outstanding verbal and written customer-facing communication skills.
  • Demonstrated aptitude for troubleshooting and diagnosing technical problems.
  • Must be customer-oriented and provide exceptional customer service to clients.
  • Strong attention to detail, time management, and organizational ability.
  • Able to work independently within defined processes and procedures.
  • A passion for healthcare is a strong plus


Benefits: UltraLinq values personal and professional balance and growth that's demonstrated through our offered benefits. Some of which include health insurance offerings, 401K offerings, pre-tax commuter benefits, a flexible Vacation policy, and a Vacation Incentive. We offer a competitive base salary and commission structure for our Sales roles.

Application Instructions: Along with your resume, please submit a cover letter explaining your interest in joining or continuing in the Healthcare IT industry.

A note about our commitment to equal opportunity and diversity:
All qualified persons eligible to work in the United States are encouraged to apply including, but not limited to, all nationalities, religions, gender identities, ages, ancestries, sexual orientations, marital statuses, disabilities, military services, or other non-merit factors.
Please note: We are currently looking for candidates located in the New York City area.

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