tech_supp_spec.cfm

Technical Support Specialist

POSITION DESCRIPTION

The Technical Support Specialist provides “front line” telephone support for a broad range of tasks including but not limited to: pre-installation, installation and troubleshooting of iCAD’s entire range of equipment line via either direct contact with our service partners and/ or customers by phone or through a VPN or dial-in connection. This role is the technical interface between iCAD, 3rd party Field Support Organizations and Customer Sites. This position reports to the Technical Support Manager.

RESPONSIBILITIES

Answers, evaluates and prioritizes incoming telephone requests for assistance from users experiencing problems with ICAD equipment.

Collects information about problem and leads user through diagnostic procedures to determine source of the problem.
Communicate and document all customer related activities into service database
Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring issues requiring escalation as per company procedures.
Ability to configure equipment in a variety of networked configurations including but not limited to PACS and DICOM
Create and coordinate with site facilities or 3rd Party Service Partners to obtain remote access via VPN or Dial-in
Coordinate RMA replacement and field service personnel and ensure the receipt of equipment by customers
Responsible for maintaining professional attitude and demeanor at all times while conversing with customers and within the workplace.
Manage difficult customers and customer expectations effectively and professionally.

REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and or ability required.

Proven track record working in a call center/customer service environment
Ability to multitask and work in a fast paced environment.
Strong Verbal and written communication skills
IT Knowledge with respects to networks, VPN, security, and PC management.
Knowledge of computer hardware
Familiar with DICOM standards and protocols operating in a PACS environment.
Strong knowledge of Windows Operating Systems.
Self motivated worker who takes the initiative to assume responsibility and ownership of problems and be self-driven to obtain resolution.

EDUCATION/EXPERIENCE

Associates in Computer Science, IT and/ or equivalent experience
3-5 years minimum experience in a technical industry involving software and hardware support

THE COMPANY

iCAD, Inc. with corporate headquarters in Nashua, New Hampshire (Nasdaq: iCAD) is an industry-leading provider of Computer-Aided Detection (CAD) solutions, that when used in conjunction with mammography, have been proven to detect between 20 and 25 percent more early-stage cancers than mammography alone. iCAD’s Research and Development team, located primarily in Beavercreek, Ohio, is exclusively focused on developing innovative CAD solutions for multiple modalities and disease states. iCAD’s patented CAD technology is extremely proficient at detecting subtle cancers that are likely to be missed. iCAD offers a comprehensive range of high-performance, upgradeable CAD systems for the high, mid and low volume mammography markets. iCAD is entrusted with the task of early cancer detection by over two thousand women's healthcare centers worldwide. By improving the detection of breast cancer, more cancers can be caught in the earlier stages when survival rates and patient outcomes can be most impacted.

Mammography is just one of the screening tools that can benefit from Computer Aided Detection software. iCAD is in the process of applying its patented detection technology and algorithm platform to use for virtual colonoscopy where pattern recognition, artificial intelligence, and image processing play a pivotal role in the detection of colonic polyps. For more information, call +1 877 iCADnow or visit www.icadmed.com.

COMPENSATION/ BENEFITS

iCAD offers a competitive salary, incentive stock options, and an exceptional benefits package including medical and dental insurance, vision care, short- term and long-term disability, group life insurance, a comprehensive 401k plan complete with company matching, section 125 health and dependant care (flexible spending) accounts, tuition assistance, discounted homeowners and car insurance, and paid personal time off.

LOCATION

This position will be based out of our Nashua NH office.

CONTACT

Please forward resume (in a word document), cover letter, and salary requirements to hr@icadmed.com