Clinical Application Support Specialist II- RO

📋 Description

• • Serve as the primary point of contact for customers using MIM® imaging software, resolving technical issues and configuration requests related to radiation oncology workflows.
• • Deliver personalized, hands-on training to hospitals, clinicians, and clinical staff on MIM® software functionality, ensuring optimal adoption and utilization.
• • Utilize remote diagnostic tools to troubleshoot software problems, guide users through solutions, and confirm successful implementation of fixes.
• • Maintain high levels of customer satisfaction across all stages of the support journey by demonstrating empathy, clarity, and professionalism in every interaction.
• • Collaborate with cross-functional teams including product, quality, and engineering to escalate issues, provide feedback, and drive product improvements based on real-world customer use.
• • Act as the voice of the customer by compiling and communicating insights on usability challenges, feature requests, and pain points to internal product and management teams.
• • Conduct and facilitate training sessions for internal team members and other departments to enhance organizational knowledge of MIM® software and support protocols.
• • Participate in departmental initiatives aimed at improving operational efficiency, support processes, and overall customer experience.
• • Remain calm and focused under pressure while managing high volumes of inquiries, complex technical problems, and time-sensitive clinical support needs.
• • Stay current with evolving clinical practices in radiation oncology and how they intersect with software workflows to provide accurate, context-aware support.
• • Document all customer interactions, resolutions, and feedback in accordance with company procedures to ensure accurate recordkeeping and continuous improvement.
• • Adapt to a flexible work schedule to accommodate customer needs across different time zones, with preference for availability in MST and PST time zones.
• • Apply specialized knowledge of radiation therapy, dosimetry, or clinical oncology support environments to interpret customer needs and deliver clinically relevant solutions.
• • Work independently and proactively to anticipate customer requirements before they are explicitly stated, ensuring a seamless and intuitive user experience.