Remote Genesys L1 Support Engineer (Pst)

Smartrecruiters, Inc.; Ciudad de Mendoza; Remote; ARS 600,000 - 900,000; Full time

Job summary

Smartrecruiters, Inc. is seeking a Technical Support Engineer, PACS. You will be the first point of contact for users, providing expert support, troubleshooting, and contributing to a seamless healthcare IT experience.

You will work with IT, Product, Engineering, and Project Management to resolve incidents, maintain high service quality, and improve support processes. Responsibilities include handling PACS/RIS issues, responding to inquiries via phone, email, and tickets, triaging queues, and

Responsibilities

• Serve as the primary PACS technical support resource for customer healthcare IT projects.
• Provide second-level support for PACS/RIS and healthcare IT systems, troubleshooting and resolving escalated technical issues.
• Respond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner.
• Coordinate projects and take ownership of tasks while serving as the primary point of contact for customer communication and issue resolution.
• Collaborate with IT, Product, Engineering, and Project Management teams to elevate and resolve complex issues.
• Monitor and triage support queues, assigning tickets to the appropriate product or functional teams.
• Maintain detailed records of incidents, resolutions, workflows, and system changes within the ticketing system.
• Contribute to continuous improvement initiatives, including support processes, knowledge base documentation, and root cause

Job description

The Role: The Technical Support Engineer, PACS is the first point of contact for users, providing expert support, troubleshooting issues, and contributing to a seamless healthcare IT experience.

The role works closely with cross-functional teams to resolve incidents, maintain high service quality, and continuously improve support processes.

Responsibilities

Serve as the primary PACS technical support resource for customer healthcare IT projects.

Provide second-level support for PACS/RIS and healthcare IT systems, troubleshooting and resolving escalated technical issues.

Respond to customer inquiries via phone, email, and ticketing systems in a timely and professional manner.

Coordinate projects and take ownership of tasks while serving as the primary point of contact for customer communication and issue resolution.

Collaborate with IT, Product, Engineering, and Project Management teams to elevate and resolve complex issues.

Monitor and triage support queues, assigning tickets to the appropriate product or functional teams.

Maintain detailed records of incidents, resolutions, workflows, and system changes within the ticketing system.

Contribute to continuous improvement initiatives, including support processes, knowledge base documentation, and root cause