Job Description

The Customer Support Analyst L2 is a full-time, exempt position. You will be the primary technical resource for customers, which range from major hospital networks to small radiology facilities. As a member of the Support team, you will play an integral role in ensuring our software is properly configured and is working effectively and efficiently at all times. You will be responsible for real-time troubleshooting of company’s products and software and be expected to resolve cases submitted by our customers in a timely manner.

This is a remote position within the USA. Hours are Monday - Friday 1st shift - 9am-5pm per local time zone. As a 24x7x365 organization, holidays and on-call responsibilities; is required.

Responsibilities

• Respond to client problems (phone/portal) Escalations from Customer Support Analyst L1 and actively monitor client sites
• Log and document all incidents within a ticketing system and problems within ServiceNow received from customers or escalated from Customer Support Analyst L1
• Analyze, diagnose root causes, known errors and resolve challenging issues relating to software applications, Windows OS, SQL Server databases and other related technologies
• Presents problem analysis and recommended solutions in a creative and logical manner working with R&D or Dev Ops Teams
• Manage customer major incidents or escalations and coordinate resolution efforts with key stakeholders (internal and external) by working cross-functionally to ensure issue ownership, action items, and communications are fulfilled. Ensure critical client SLAs are met.
• Refer incidents to other parties when an incident is beyond your current skill-set;
• Manage and exceed customers’ expectations by providing excellent service
• Ensure that all service level agreements (SLAs) are met and delivered according to Support specifications;
• Participate in sharing knowledge and publishing Knowledge articles
• Participates in incoming Tier 1 phone coverage on a regular basis and or when needed
• Participate in, and potentially lead, ad hoc projects to help improve support operations.
• Work is performed remotely through secure connections, phone, and remote desktop sharing.

Qualifications

Requirements

• 3+  years of work experience in Windows administration and technical customer support
• Excellent Knowledge of Microsoft Windows operating systems for Servers and Workstations
• Excellent communication skills in English (verbal and written)
• Excellent customer service skills
• Excellent problem solving & analytical ability
• Displays high attention to the problem description, detail, and impact
• Ability to work under pressure

Desired 

• Excellent Knowledge Mac OS
• Experience running queries in SQL
• Knowledge of Linux (RHEL / RedHat) or Unix
• Experience with SaaS or other technical software
• Experience in a medical and/or research environment - experience with PACS, radiology, cardiology, imaging software, healthcare IT a major advantage

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Job Description

In this strategic role, the Technical Account Manager is responsible for proactively engaging, nurturing, and bringing success to our clients while also keeping Intelerad’s best interests at heart. The Technical Account Manager ensures that our clients achieve their desired outcomes at every stage of their journey and that they realize continued value from our solutions and services to achieve their goals. They will collaborate with multiple internal departments including professional services, support, product management, research & development to deliver technical solutions. They align and mobilize internal teams to meet the clients’ objectives. The ideal candidate is a quick learner, problem solver, and collaborator who thrives in a fast-paced environment and possesses a customer success orientation.

• Become the key technical contact for largest Intelerad customers, become an expert in their workflows and the way our customers use the product
• Leverage technical abilities to enable customer growth, limit churn, and improve client satisfaction
• Configure new workflows or modify existing workflows based on customer needs
• Test new versions and features of our software for clients to improve upgrade experience
• Manage escalations for client issues, act as liaison between Intelerad technical departments and the client, ensure resolution and recommend process improvement
• Ensure development roadmap is aligned with the clients’ desired outcomes, improve overall client experience and bring value add
• Assess training needs, recommend delivery options and provide additional training to support clients’ self-sufficiency
• Funnel customer feedback and recommend the most efficient improvements to Intelerad’s cross-functional teams in order to ensure end-to-end great customer experience
• Other duties as necessary

Qualifications

Employment Prerequisites (required)

● Bachelor’s degree in Business Administration, Computer or a related field, or an equivalent combination of training / certification / experience

● 3+ years of experience managing technical projects and/or complex programs in the Software Industry (preferably in healthcare IT) or equivalent

● Experience in Professional Services, Customer Success or Support field

● Proven ability to demonstrate the value of software products and professional services

● Ability to build relationships with clients at both the technical and executive levels

● Ability to communicate and build rapport with internal management and other company personnel

● Excellent English written and verbal communication, including the ability to work with all levels of internal and external organizations in an assertive manner

Desired Competencies

● 1+ years of experience with one of Intelerad's current products (Ambra, PACS, Clario, Lumedx, Digisonics, etc.) or similar imaging technologies in radiology / cardiology)

● Experience in mobilizing teams to drive the planned business outcomes

● Previous industry experience in healthcare IT Software is an asset

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Job Description

Responsibilities

• Play a key role in the company’s month end close process including preparing, posting and reviewing journal entries and account reconciliations.
• Ensure proper adherence of global accounting policies.
• Prepare monthly variance analysis for P&L and balance sheet accounts.
• Responsible for preparation of financial statements, reports and analysis in accordance with US GAAP.
• Oversee general ledger accounting team.
• Support interim and annual external audits.
• Work cross functionally with external teams to drive best practice processes.
• Provide mentorship to team to create a supportive and collaborative environment. Manage team performance, responsibilities, goal setting and development.
• Assist with critical projects as needed.
• Manage the company’s accounting ERP NetSuite system and be subject matter expert.

Qualifications

Employment Prerequisites

• Bachelor’s degree in Accounting or finance or equivalent
• Active CPA or Chartered Accountant license or equivalent
• 7+ years of progressive experience in accounting roles with similar leadership experience
• Strong knowledge of US GAAP required
• Strong knowledge of Canadian ASPE preferred
• Highly organized and detail-oriented
• Ability to carry out instructions to others

Desired Competencies

• Strong knowledge of Microsoft Excel.
• Previous experience with NetSuite or similar ERP
• Strong quantitative analysis capabilities, with the ability to read, analyze, interpret, and explain complex financial data
• Self motivated and results oriented
• Experience in SaaS industry.

Travel Requirements -None

Supervisory Role –3 direct reports

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Job Description

The System Technology Specialist will report directly to the support Manager Manager and work closely with support technicians, clinical and application specialists, engineering teams, and our clients to resolve the toughest technical issues. The System Technology Specialist is responsible for solving problems, sharing technical expertise and product experience.  This involves mentoring less experienced team members, as well as providing a practical perspective to product design discussions to ensure our products work well within the various client architectures. Since the System Technology Specialist will be the highest point of escalation within client services, he/she will also be expected to provide requirements for product supportability and maintenance.  The System Technology Specialist is also responsible for the development of tools for the Support team.

Major accountabilities

Accountabilities

Act as the primary escalation point for Level 1 System Support team and drive customer communications and follow  ups until resolution, by respecting set service level agreements.

40%

Act a major incident manager during system outages to support Level 1 and perform root cause analysis (RCA’s) for all Major Incidents

20%

Participate in software requirements and root cause reviews with engineering as well as design reviews with a particular mindset  into the supportability of the software and also provide fixes and/or workarounds to issues found in the field

15%

Stay up to date with current development of the product (bug fixes and new features) and situations occurring at client site (ISP)

10%

Participate in the creation/update of Knowledge articles used by the Support Team to reduce escalations to L2

5%

Be available for urgent escalations reported by the support team that can occur after your regular work schedule: On Call Rotation Availability (24/7)

5%

Participate in any project deemed necessary by the organization

5%

Qualifications

Employment Pre-requisites

Pre-requisite

• Degree in computer science, engineering, or equivalent
• 5-7 years of experience in client facing roles focused on Technical Support in Medical Software Field
• Linux  OS administration expertise
• Experience running queries in SQL - an asset
• Networking troubleshooting expertise (Cloud Infrastructure)
• Development experience with scripting languages (PHP, Perl, Python, etc…)
• Ability to read code  in other high level languages

Desired Competencies

Competences

• Highly motivated to excel and Committed to continual skills improvement
• Team oriented with strong communication and interpersonal skills
• Creative thinker and practical problem solver

Optional Skills:

• Professional software development
• Product applications support and training
• Customer service or project management in a customer support environment

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Job Description

Purpose 
Intelerad is seeking an experienced and strategic Product Marketing Manager to join the Product Marketing Team. This role is responsible for foundational processes that drive the adoption and growth of Intelerad products, including defining and executing the go-to-market strategy for new products and ensuring marketing release readiness for each product release. The Product Marketing Manager position requires close collaboration internally with Sales, Product Management, Marketing and Communications, Business Development and Client Services teams. Externally, this position with be working closely with prospects, customers, analysts, and other industry influencers. 

The ideal candidate will have strong leadership skills, a proven track record in product marketing strategy, and the ability to craft compelling messages that resonate with our healthcare audience. 

Key Responsibilities: 

Go-to-Market Strategy 

• Create go-to-market strategies for new product launches, including segmented positioning and messaging that differentiate our products in the market. 

• Partner with other marketing team members to execute relevant marketing activities. 

Release Readiness 

• Ensure marketing release readiness for all portfolio products. 

• Craft key messages for customer retention, up-sell, and cross-sell.  

Incorporate Market Insights 

• Partner with Market and Competitive Analyst to inform product development and marketing strategies with market insights. 

• Collaborate with the Sales Enablement team to deliver strategic training initiatives to our commercial teams. 

Collaboration 

• Work closely with product management, sales, and customer success teams to ensure alignment and drive product success. 

Qualifications

Qualifications: 

• Bachelor’s degree or equivalent in marketing, business, or a related field. 

• 3-5 years of experience in product marketing, preferably in the healthcare or healthcare technology sector. 

Skills: 

• Proven experience in defining go-to-market strategies and executing release readiness in a software environment. 

• Excellent storytelling skills. 

• Ability to work collaboratively with cross-functional teams and manage multiple projects simultaneously. 

• Familiarly with a pragmatic framework 

 
Supervisory Requirements: None 

Travel Requirements: 5% travel required 

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Job Description

The System Technology Specialist will report directly to the support Manager Manager and work closely with support technicians, clinical and application specialists, engineering teams, and our clients to resolve the toughest technical issues. The System Technology Specialist is responsible for solving problems, sharing technical expertise and product experience.  This involves mentoring less experienced team members, as well as providing a practical perspective to product design discussions to ensure our products work well within the various client architectures. Since the System Technology Specialist will be the highest point of escalation within client services, he/she will also be expected to provide requirements for product supportability and maintenance.  The System Technology Specialist is also responsible for the development of tools for the Support team.

Major accountabilities

Accountabilities

Act as the primary escalation point for Level 1 System Support team and drive customer communications and follow  ups until resolution, by respecting set service level agreements.

40%

Act a major incident manager during system outages to support Level 1 and perform root cause analysis (RCA’s) for all Major Incidents

20%

Participate in software requirements and root cause reviews with engineering as well as design reviews with a particular mindset  into the supportability of the software and also provide fixes and/or workarounds to issues found in the field

15%

Stay up to date with current development of the product (bug fixes and new features) and situations occurring at client site (ISP)

10%

Participate in the creation/update of Knowledge articles used by the Support Team to reduce escalations to L2

5%

Be available for urgent escalations reported by the support team that can occur after your regular work schedule: On Call Rotation Availability (24/7)

5%

Participate in any project deemed necessary by the organization

5%

Qualifications

Employment Pre-requisites

Pre-requisite

• Degree in computer science, engineering, or equivalent
• 5-7 years of experience in client facing roles focused on Technical Support in Medical Software Field
• Linux  OS administration expertise
• Experience running queries in SQL - an asset
• Networking troubleshooting expertise (Cloud Infrastructure)
• Development experience with scripting languages (PHP, Perl, Python, etc…)
• Ability to read code  in other high level languages
• Experience with PACS, DICOM or HL7 is nice to have

Desired Competencies

Competences

• Highly motivated to excel and Committed to continual skills improvement
• Team oriented with strong communication and interpersonal skills
• Creative thinker and practical problem solver

Optional Skills:

• Professional software development
• Product applications support and training
• Customer service or project management in a customer support environment

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Job Description

The System Technology Specialist will report directly to the support Manager Manager and work closely with support technicians, clinical and application specialists, engineering teams, and our clients to resolve the toughest technical issues. The System Technology Specialist is responsible for solving problems, sharing technical expertise and product experience.  This involves mentoring less experienced team members, as well as providing a practical perspective to product design discussions to ensure our products work well within the various client architectures. Since the System Technology Specialist will be the highest point of escalation within client services, he/she will also be expected to provide requirements for product supportability and maintenance.  The System Technology Specialist is also responsible for the development of tools for the Support team.

Major accountabilities

Accountabilities

Act as the primary escalation point for Level 1 System Support team and drive customer communications and follow  ups until resolution, by respecting set service level agreements.

40%

Act a major incident manager during system outages to support Level 1 and perform root cause analysis (RCA’s) for all Major Incidents

20%

Participate in software requirements and root cause reviews with engineering as well as design reviews with a particular mindset  into the supportability of the software and also provide fixes and/or workarounds to issues found in the field

15%

Stay up to date with current development of the product (bug fixes and new features) and situations occurring at client site (ISP)

10%

Participate in the creation/update of Knowledge articles used by the Support Team to reduce escalations to L2

5%

Be available for urgent escalations reported by the support team that can occur after your regular work schedule: On Call Rotation Availability (24/7)

5%

Participate in any project deemed necessary by the organization

5%

Qualifications

Employment Pre-requisites

Pre-requisite

• Degree in computer science, engineering, or equivalent
• 5-7 years of experience in client facing roles focused on Technical Support in Medical Software Field
• Linux  OS administration expertise
• Experience running queries in SQL - an asset
• Networking troubleshooting expertise (Cloud Infrastructure)
• Development experience with scripting languages (PHP, Perl, Python, etc…)
• Ability to read code  in other high level languages

Desired Competencies

Competences

• Highly motivated to excel and Committed to continual skills improvement
• Team oriented with strong communication and interpersonal skills
• Creative thinker and practical problem solver

Optional Skills:

• Professional software development
• Product applications support and training
• Customer service or project management in a customer support environment

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