Tech Support Specialist – Philips eCare Manager EMR/Healthcare Platforms (US)

This role involves assisting doctors and medical staff in ICU settings, ensuring seamless operation within a Windows OS environment.

Key Responsibilities:

• Serve as the first point of contact for IT support requests related to Phillips eCare Manager EMR or similar platforms.
• Troubleshoot and resolve technical issues by remotely accessing end-users’ PCs and ensuring minimal disruption to their work.
• Manage and resolve support tickets efficiently, adhering to service-level agreements (SLAs).
• Provide comprehensive desktop support, including software installations, updates, and configuration for a Windows OS environment.
• Diagnose and resolve network connectivity issues impacting application performance.
• Deliver excellent customer service by effectively communicating technical solutions to non-technical users.
• Collaborate with cross-functional teams to escalate and resolve complex issues.
• Maintain accurate documentation of troubleshooting activities, resolutions, and technical workflows.
• Stay updated on software updates, patches, and new features for supported platforms.

Qualifications:

• Proven experience in technical support, preferably in a healthcare or EMR-related environment.
• Strong understanding of Phillips eCare Manager EMR or similar platforms (experience preferred but not mandatory).
• Proficiency in troubleshooting Windows OS and related applications.
• Familiarity with remote desktop tools and ticketing systems.
• Exceptional problem-solving and analytical skills.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and manage multiple priorities in a high-pressure environment.
• A customer-focused attitude with a commitment to delivering quality support.