Technical Support Analyst

3 months ago

Calgary, Canada Circle Cardiovascular Imaging Full time

**Position Overview**:
Technical Support Analyst provides remote technical software support for Circle’s growing portfolio of imaging products to our large customer base throughout the North and South America region. This position is to be filled at Circle’s Headquarter Office located in Calgary, Canada. The regular working hours for this position are scheduled between 8:00am to 5:00pm local time. However, due to the nature of the position and on occasion, this position may cover other time zones. Additionally, this position may be required to shift start and end times earlier or later depending on future business needs, i.e. 6:00 am - 3:00 pm or 10:00 am - 7:00 pm.

**General Responsibilities**:
The following duties are not intended to serve as a comprehensive list of all duties performed by all employees in this classification. Shown are duties intended to provide a representative summary of the major duties and responsibilities. You may not be required to perform all duties listed and may be required to perform additional, position-specific duties as required.
- Developing and maintaining an excellent knowledge of Circle’s product suite and the field of cardiovascular imaging.
- Remote technical support to solve customer questions, including analyzing, categorizing and prioritizing customer issues, to understand customer infrastructure, and to work with senior Support Team members to provide recommendations for dealing with performance, system capacity and business continuity issues.
- Seek to ensure escalated pre and post sales situations are handled promptly and consistently.
- To assist in the development and maintenance of various support tools and systems.
- Documentation of all customer feedback / issues and communicating those issues through our ticketing system channel.
- Assist in remote installation and configuration support for Circle products for customer sites.
- Assist in the development, enhancement, documenting, communicating and promotion of the adherence to any department procedures.
- Assess company needs and support initiatives that improve the company’s ability to deliver an exemplary customer support experience.
- Promote a team environment that strives to provide exemplary service to the End Users and Distributor/OEM partners within the confines of department budget.
- Be a role model for the company culture.

**Required Skills/Experience**:

- Outstanding leadership, collaboration and interpersonal skills; professional presence and behavior with the ability to handle diverse situations.
- Outstanding communication skills, **in both English and Spanish languages**. Listening, comprehension, and clear, concise and grammatically correct oral and written communication skills are essential to the role.
- 1 - 3 years’ experience in previous support roles, preferably within the realm of the medical imaging sector. Experience with cardiology and or radiology workflows is desirable as is experience with Magnetic Resonance and Computed Tomography.
- A solid understanding of providing support for Windows desktops, Mac desktops and Windows Servers.
- An understanding of LAN and WAN networking, switching, routing and firewalls.
- Conceptual understanding of medical industry software and hardware is highly desirable; DICOM, PACS and HL7.
- Exposure to system software / technologies such as virtualization (VMWare, Citrix), GPUs, Linux and LDAP/Active Directory.
- Detail oriented and have excellent follow through skills.

**Beneficial Skills/Experience**:

- Understanding of Scripting and/or DevOps knowledge including experience with related toolsets and best practices is desirable.
- Exposure / experience with cloud services and implementations such as Amazon Web Services, Microsoft Azure, Google cloud or similar is highly desirable.
- The ability to speak additional languages, i.e. French or Portuguese, fluently would be beneficial for this role.

**Educational Requirements**:

- An IT focused technical diploma or similar.

**About the Benefits**:

- Competitive compensation
- Paid personal time off
- Comprehensive health benefits on day one
- RRSP matching program
- Flexible working arrangements
- Employee Wellness Program
- Professional development and tuition reimbursement program
- Gratifying internal recognition/kudos programs
- Annual salary review - based on company and individual performance
- A fun, inclusive, ego-free environment where diversity and individual thoughts are encouraged and valued
- Company/team building events

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