Software Support Specialist - ANZ

Elekta; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

Elekta, a leader in precision radiotherapy software, seeks a Customer Support Specialist to provide professional support for the MOSAIQ oncology information system and related Elekta software.

You will troubleshoot software and hardware interface issues, work with QA and escalation teams, and contribute to timely case documentation while traveling to customer sites as required.

Qualifications

• Bachelor's degree in IT-related field (or closely related disciplines).
• Minimum three years' experience in oncology IT environments or hospital/cancer centre settings.
• Strong verbal and written communication skills; ability to document tasks and procedures clearly.

Responsibilities

• Provide phone and email support for Elekta software, including MOSAIQ, with timely, professional, customer-focused service.
• Maintain knowledge of Elekta Software products and assist in escalation processes.
• Collaborate with Software team members to investigate and resolve customer concerns promptly and effectively.
• Offer technical and analytical expertise in PC/network computing and operating systems related to software issues.
• Support software integration with Microsoft server/workstation OS, Citrix, and cloud solutions.
• Troubleshoot interface issues including DICOM connectivity and transfer.
• Participate in training new staff and others as required.
• Document troubleshooting activities and customer communications for each case; manage cases to resolution.
• Travel to customer sites and conferences as required.

Skills

Customer support

Technical support

DICOM

HL7

Citrix

Microsoft SQL Server

Microsoft Windows

Server administration

Communication skills

Education

Bachelor's degree in IT-related field

Tools

Outlook

Word

Excel

PowerPoint

Salesforce

Job description

We don't just build technology. We build hope for everyone dealing with Cancer.

Elekta is shaping the standard of care, together with healthcare providers, by developing precision radiation medicine that brings advanced radiotherapy into routine clinical practice. Our solutions support consistent, efficient and personalized care, addressing evolving patient needs. Through adaptive radiotherapy, precision treatment delivery and integrated workflows, Elekta supports care teams across a range of clinical settings. Each year more than 2 million patients are treated using Elekta solutions across over 130 countries. Elekta is headquartered in Stockholm, Sweden, with over 4,000 employees and offices in more than 40 countries. The company is listed on Nasdaq Stockholm. For more information, visit elekta.com.

Description

Provide customer support for Elekta software solutions in an efficient and professional manner. Primary support is for the Elekta ONE Oncology information system (MOSAIQ), with scope to encompass Elekta treatment delivery systems, Elekta treatment planning systems, and other software applications.

Responsibilities

• Provide phone and email support, technical advice, and help-desk support to customers in a timely, professional and customer-focused manner.
• Maintain knowledge of current and past Elekta Software products.
• Liaise and collaborate with other Software team members to investigate and resolve customer concerns promptly and effectively.
• Provide technical and analytical expertise in PC/network computing and operating systems related to software application issues.
• Support software integration with Microsoft server and workstation operating systems, Citrix, and cloud solutions.
• Troubleshoot and diagnose software and hardware interface issues, including DICOM connectivity and transfer.
• Participate actively in the support and training of new staff and others as required.
• Independently investigate and troubleshoot complex problems requiring in-depth evaluation of situations or data, seeking assistance or escalation where appropriate.
• Work with internal teams, including Applications and Escalations teams, to resolve customer issues, maintaining ownership and appropriate customer communication throughout the escalation process.
• Maintain accurate and timely case documentation, including troubleshooting activities, customer communications and actions taken, and proactively manage assigned cases through to resolution.
• Initiate and actively pursue projects as required.
• Provide on-site Applications Support for Elekta Software and oncology solutions, including upgrades and migrations.
• Provide HL7 support and troubleshooting.
• Perform other duties as assigned or requested.
• Travel to customer sites and conferences as required.

Authorities

Exercises judgment within defined procedures and practices to determine appropriate action.

Relevant Knowledge, skills and competencies

• Bachelor's degree in Radiation Therapy, Dosimetry, Nursing, Medical Physics, or an IT-related field.
• Minimum three years' experience in the oncology field within a hospital or cancer centre setting.
• Strong verbal and written communication skills, including documentation of tasks and procedures.
• Strong technical skills in PC/network computing and operating systems.
• Strong presentation skills and the ability to communicate effectively to a group.
• Highly motivated, results-oriented, and able to work independently.
• Strong problem-solving skills and ability to work under pressure.
• Ability to thrive in a fast-paced, technology-driven environment.
• Familiarity with curriculum development processes and educational methodology.
• Preferred experience with Elekta ONE Oncology (MOSAIQ, SmartView, Analytics) and/or Elekta ONE Planning (Monaco).
• Familiarity or proficiency with Outlook, Word, Excel, PowerPoint, and Salesforce.
• Familiarity or experience with Microsoft desktop and server operating systems, Microsoft SQL Server, Citrix infrastructure and administration, cloud-based solutions, and HL7 messaging/ESI.
• Willingness to travel domestically and internationally.
• Demonstrated ability to manage competing priorities, take ownership of assigned work and follow through on commitments.
• Strong customer service skills, including proactive communication and the ability to manage customer expectations.