• Deliver high-quality technical support via chat, phone, and web channels, ensuring timely and effective resolution of customer issues. • Triage and troubleshoot software incidents, escalating complex or code-related issues to Sustained Engineering as needed. • Leverage diagnostic tools such as browser developer tools, API testing platforms (e.g., Postman), and log analysis tools to investigate and troubleshoot technical issues with moderate guidance • Author and maintain Knowledgebase articles using KCS (Knowledge-Centered Service) methodologies to promote self-service and reduce case volume. • Participate in after-hours support rotations based on product, region, or team requirements. • Maintain accurate and professional case documentation, ensuring all interactions are clear, concise, and actionable. • Analyze case trends and categorize incidents to identify root causes and inform product improvements. • Act as a liaison between customers and internal teams for service-related needs, ensuring a seamless support experience. • Stay current on product updates, new features, and industry best practices to provide informed support. • Communicate technical concepts clearly to both technical and non-technical audiences. • Embrace change and contribute to continuous improvement initiatives within the support organization.

• Serve as the primary point of contact (Tier 1 Support) for users and IT specialists within hospital and clinical PACS teams, answering technical queries about our imaging solutions. • Independently troubleshoot and resolve technical issues across our PACS, cloud, archiving solutions, frontend servers, and applications. • Perform root-cause analysis for system issues and continuously monitor PACS services across internal and client platforms. • Refine operational and support processes to elevate overall customer service quality. • Oversee archiving applications within our data centers and handle technical escalation management for major PACS enterprise clients. • Organize and expand system and software documentation alongside our internal knowledge base.

• The Technical Implementations Analyst (TIA) will be engaged on new client Managed Service Provider (MSP) implementations and is accountable for elements within the process and technology work stream of the project. • The TIA is responsible for planning and driving process and technical related activities necessary to reach implementation objectives including the internal coordination of tasks with a project plan and ensuring that all tasks are completed on time and within budget. • In this role, the TIA will work closely with the Project Manager, all departments and customers serving as a facilitator, planner, data analyst and problem solver as needed. Working independently and with minimal supervision, the TIA will work on multiple implementations of medium to large scale. Highly developed skills in complex relationship management, conflict resolution and problem solving are required.

• Support optimal adoption and use of SAP - C4C- FSM • Act as first-line expert for C4C users across Europe • Troubleshoot issues and support release testing • Create updated training materials and deliver training • Standardize workflows and identify improvement opportunities • Manage Jira tickets related to C4C issues and enhancements • Monitor C4C data quality and support managers with reporting