Responsible for delivering professional customer support for the Elekta product range within the responsible location(s) Support Specialists are primarily responsible for supporting the Elekta product family, associated third-party products and the people who benefit from their use.
The key activities of the role are supporting customers, business units and distributors with their product issues. Product support requests will be submitted to the support team via phone, email, customer portal or other channels.
It is vital that all product issues are reviewed in a professional and timely manner with the clinical impact of the issue being identified as quickly as possible to determine the case priority.
The individual is expected to be first and foremost a good communicator with excellent interpersonal skills and dedication to our customers.
Level 1 support specialists are expected to have the appropriate passion and drive to develop their knowledge to enable them to progress to the next level of support specialist.
Responsibilities Primarily responsible for supporting Elekta Oncology Information System Primary resource for answering phone calls from customers, and distributors in ASEAN countries seeking product support Troubleshoot product issues in a live clinical environment Communicate with customers to understand the problem, localize the origin, and troubleshoot efficiently to bring about swift resolution.
Prioritize activities to ensure clinical system down problems receive immediate attention Clearly document all support activities in line with Elekta policies and procedures Onsite customer support to investigate and resolve product issues Escalating and seeking advice and assistance as required in order to ensure all issues are managed to a satisfactory resolution in the fastest possible time Utilize suitable remote support tools to resolve issues remotely, in line with agreed targets Utilize remote and Business Intelligent tools to identify issues proactively, in line with agreed targets Familiarity with the all Microsoft server / workstation operating systems, Citrix Out of hours / bank holiday support Be flexible to travel at short notice Qualifications University graduate in Computer Sciences (or equivalent) Minimum of 4 years software support experience Strong software support skills in the area of PC / Network Computing / Operation Systems Knowledge of SQL, Citrix and networking Ability to resolve complex software issues Experience in medical imaging, linear accelerators and / or clinical use of radiotherapy products is desirable Fluent in spoken and written English Can demonstrate outstanding customer care skills and ability to work in a team environment Excellent verbal and written communication skills Ability to work in a team environment Experience in a support environment (desired) Knowledge of Health Care software (desirable)