Technical Support Specialist

Technical Support Specialist

Circle's vision is to enable healthier lives through better imaging by transforming cardiac magnetic resonance imaging (MR) and other advanced imaging technologies to improve Cardiovascular Care. Circle Cardiovascular's 'cvi42' is the Cardiac MR market leader imaging processing software.

Circle Cardiovascular Imaging designs, builds, and implements the best-in-class cardiovascular Magnetic Resonance Imaging solutions. At the heart of everything we do is our unrelenting drive to continually offer better solutions for healthcare providers that improve healthcare outcomes. This fuels our creativity, informs our decisions and it is the reason we are passionate about our work and most importantly why we are successful. We are careful stewards of resources focused on optimizing both customer and investor value. We strive to make Circle a place where employees are highly valued, engaged, and have opportunities for professional development. Our roots are medical and digital, our passion is contagious, and our people are amongst the best.

Position Overview:

Technical Support Specialist will provide remote and onsite technical software support for Circle's growing portfolio of imaging products to Circle customers throughout the region. The regular working hours for this position are scheduled between 8:00am to 5:00pm local time, however due to the nature of the position and on occasion, this position may cover other time zones. The candidate will seek to excel at solving customer problems, to analyze, categorize and prioritize customer issues; to provide consultative services on customers' system infrastructure and to facilitate optimal cardiology and radiology workflows. This position is actively engaged in clinical production troubleshooting and the ability to shift priorities easily and effectively is critical to success in the role.

The Technical Support Specialist will report to the Senior Manager, Global Solutions and Support

General Responsibilities:

• Maintaining an excellent knowledge of Circle's product suite and the field of cardiovascular imaging.
• Remote technical support to solve customer questions, including analyzing, categorizing and prioritizing customer issues, to understand customer infrastructure, and to provide recommendations for dealing with performance, system capacity and business continuity issues.
• To ensure escalated pre-and-post sales situations are handled promptly and consistently.
• To assist in the development and maintenance of various support tools and systems.
• Documentation of all customer feedback / issues and communicating those issues through our ticketing system.
• Assist in remote installation and configuration support for Circle products for customer sites.
• Assist in the development, enhancement, documenting, communicating and promotion of the adherence to any department.
• Assess company needs and support initiatives that improve the company's ability to deliver exemplary customer support experience.
• Promote a team environment that strives to provide exemplary service to the End Users and Distributor/OEM partners within the confines of department budget.
• Be a role model for the company.
• The candidate will be expected to participate in an on-call rotation for customer support.
• Some travel may be required to provide for on-site customer visits, conferences, trade shows, conducting and receipt of training; travel is expected to be no more than 20% of work time.

Required Skills/Experience:

• Outstanding leadership, collaboration and interpersonal skills; professional presence and behavior with the ability to handle diverse
• Outstanding listening, comprehension, and clear, concise and grammatically correct oral and written communication skills in English.
• At least 5 years' experience in previous support roles, preferably within the realm of the medical imaging sector. Experience with cardiology and or radiology workflows is desirable as is experience with Magnetic Resonance and Computed Tomography.
• A solid understanding of providing support for Windows desktops, Mac desktops and Windows Servers
• A solid understanding of LAN and WAN networking, switching, routing and firewalls.
• Experience with medical industry software and hardware is highly desirable; DICOM, PACS and HL7.
• Experience with system software / technologies such as virtualization (VMWare, Citrix), GPUs, Linux and LDAP/Active Directory.
• Familiarity with JavaScript coding is desirable.
• Detail oriented and have excellent follow through skills. Ability to thrive in both self-directed and collaborative team environments.
• Experience in introducing multi-user software systems in enterprise environments is mandatory.

Beneficial Skills/Experience:

• Scripting and/or DevOps experience including experience with related toolsets and best practices is desirable.
• Exposure / experience with cloud services and implementations such as Amazon Web Services, Microsoft Azure, Google cloud or similar is highly desirable.
• The ability to speak additional languages fluently would be beneficial.

Educational Requirements:

• Real-world support / IT experience is mandatory.
• An IT focused technical diploma, similar education / experience from former roles or equivalent.

About the Benefits:

• Competitive compensation and vacation
• Flexible working arrangements
• Employee Wellness Program
• Professional development and tuition reimbursement program
• Gratifying internal recognition/kudos programs
• Annual salary review – based on company and individual performance
• Fun, inclusive, ego-free environment where diversity and individual thoughts are encouraged and valued

Upon joining Circle CVI, you will be welcomed into a collaborative and supportive company with uncompromising values on quality, innovation, culture, and customer service. Join us in changing the medical technology world and submit your application below!