Online Clinical Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver clinical assistance to customers through phone calls, Microsoft meetings, and email communications.

• Respond to, assess, and prioritize support requests received via telephone, voicemail, and email.

• Address and react to customer needs, concerns, requests, and complaints.

• Utilize troubleshooting techniques to resolve intricate problems.

• Manage customer inquiries and promote first-call resolution.

• Ensure customer satisfaction throughout all interactions.

• Record and document customer communications, troubleshooting efforts, and solutions provided.

• Contribute insights to new product development informed by issue-resolution experiences.

• Foster positive and professional relationships with both customers and colleagues.

• Assist Ultrasound IT reporting and image-management customers during designated US business hours.

⛳️ Requirements

• An associate degree or equivalent, along with 5+ years of Ultrasound clinical/technical expertise.

• Certifications from the American Registry of Diagnostic Medical Sonographers (ARDMS).

• Knowledge of GE Healthcare ViewPoint Ultrasound IT products.

• Experience in Cardiovascular, Women’s Health, and Vascular Ultrasound clinical applications and/or product knowledge.

• Clinical experience with ViewPoint in a healthcare setting.

• Understanding of clinical workflow and DICOM SR files.

• Proficiency in basic computer applications (Word, Excel, PowerPoint).

• Strong organizational and time-management skills to manage multiple tasks simultaneously.

• Excellent documentation skills for customer interactions, problem identification, troubleshooting, and resolution processes.

• Highly developed troubleshooting skills for complex clinical issues.

• Exceptional verbal and written communication skills.

• Strong critical thinking, logical reasoning, and analytical abilities.

• Capability to work both independently and collaboratively, following management directives.

• Compliance with GEHC’s background check, post-offer drug testing, customer access regulations, and any necessary immunizations or additional checks.

• Unrestricted work authorization in the US without the need for sponsorship.

• Willingness to undergo drug, educational, employment, and criminal background screenings.

• At least 3 years of experience in clinical support, including troubleshooting hardware, networking, client/server operating systems, and peripherals.

• Knowledge of Windows OS, security, and shares; MCSE certification is preferred.

• Previous experience with GE ViewPoint, OB/GYN, cardiac, or vascular reporting applications.

• General IT knowledge and the capability to consult on client infrastructure requirements.

• Experience with Microsoft Terminal Server/Citrix.

• Familiarity with hospital-system workflows.

• Previous experience or familiarity with PACS and HIS systems.

• Preferred working knowledge of DICOM and Ultrasound systems.

🏝️ Benefits

• Comprehensive medical, dental, and vision insurance.

• Paid time off for personal and vacation days.

• 401(k) plan with opportunities for both employee and company contributions.

• Life, disability, and accident insurance coverage.

• Tuition reimbursement for further education.

• Opportunities for professional development and advancement.

• Competitive salary and compensation package.

• Performance-based incentive compensation, which may include cash bonuses and/or long-term incentives (LTI).