Customer Care Specialist

Job Description

Job TitleCustomer Care SpecialistEffective Tuesday, January 4, 2022, all U.S.-based employees are required to be fully vaccinated against COVID as a condition of employment at Philips. Employees may request a reasonable accommodation.Montana employees are currently excluded from this requirement at this time.If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. You may contact 888-367-7223, option 5, for assistance.Philips is a global leader in health technology, committed to improving billions of lives worldwide and striving to make the world healthier and more sustainable through innovation. Driven by the vision of a better tomorrow. But its not just what we do, its who we are. We are 80,000, wonderfully unique individuals, with two things in common: and a relentless determination to deliver on our customers needs. Its what inspires us to create meaningful solutions the kind that make a real difference when it matters most. The world and our customers needs are changing faster than ever before and while we are proud of what we do already, we know we can do more. Thats why we need you, to help us tackle increasingly complex challenges posed by ever evolving health and well-being needs.In this role, you have the opportunity to make life betterLooking at the challenges the world is facing today Philips purpose has never been more relevant. So, whatever your role, if you share our passion for helping others, youll be working towards creating a better and fairer future for all. The Customer Care Specialist role is focused on providing primarily remote technical and application IT customer software and hardware support for Philips/Carestream Healthcare Information Solutions Vue Product Suite. The Customer Care Specialist requires the ability to identify root cause for reported customer issues and to provide appropriate rapid solutions to minimize customer downtime and maximize customer business continuance. This position will work out of a home office or Carestream facility for 40 hours per week and may require occasional overtime and travel to a customer site.You are responsible for* Troubleshoot and facilitate the resolution of technical system and application issues. * Manage multiple technical issues with varying severity ensuring that cases are prioritized accordingly to severity/impact. * Work collaboratively with customer Radiologists, Cardiologists, clinical & administrative staff and IT staff, as well as, with Carestream Customer Care Level 3 and Level 4 experts to resolve all customer reported issues. Engage third party vendor support, as required, per standard operating procedures. * Document in detail customer reported issues and corrective action taken to resolve problems reported. * Participate in a scheduled 24x7 on-call shift rotation for the support of the HCIS products. * Promote Teamwork within HCIS and ensure global technical standards are met, building effective relationships with the service and engineering teams. * Proactively share knowledge, create knowledge articles, contributes to problem solution database. * Contribute to service initiatives, activities to enhance the service experience. * Ensure customer satisfaction as measured by customers: knowledge of customer business operations, response time, resolution time, communication, and employee attitude.You are part ofThe Vue Service and Solutions, North America Team and will directly report to the Manager, Customer Support.To succeed in this role,youll need a customer-first attitude and the following* Degree in an IT related field or equivalent * Five years of previous Healthcare IT experience * Experience providing remote software support * Proficient knowledge of database systems such as Oracle/MS SQL server * General knowledge of XML, XML Soap and XPath programming languages * General knowledge of HL7, DICOM, and other IHE related protocols * General knowledge of Mirth and/or other Healthcare related interface engines * Technical knowledge of Windows operating systems * Willingness to travel up to 10% * Good communication skills - written and oral * Demonstrate strong customer relations skills * Ability to inspire confidence and communicate with customers from different customer levels in a professional manner * Self-motivated and able to work autonomously * Strong analytical capabilities * Ability to work effectively under pressure to a tight deadline * Aptitude to define actions plans to execute issue resolution * Strong team player / strong collaboratorAdditional Eligibility Qualifications* Previous support experience of a PACS, RIS or other clinical healthcare IT system * MSCE and MSP Windows Server 2008 or 2012 Certification * Oracle Database Admin experience * VMware Certification * Mirth Foundation certification * CCNA Data Center or Routing and Switching Certification * ITIL foundation certificationIn return, we offer youAt Philips, we are driven by our mission to improve the lives of 2 billion people per year by 2025, and every day we move closer to achieving our goal by creating cutting-edge solutions that lead to confident diagnosis, improved care, and increased quality of life for patients. If you are interested in driving action to improve patients lives so they get home healthier and faster and stay there longer, then this position is poised to help you achieve that goal. Our benefits can be found here: . Working at Philips is more than a job. Its a calling to create a healthier society through meaningful work, focused on innovative, customer-first health technology solutions. Help us improve the health and well-being of billions of people, every year. Ultimately creating a career that no one could have planned for. Even you. Visit our careers website to explore what its like , read stories from our , find information about our and answers to some .#LI-PH1#LI-RemoteIt is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a persons relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws. As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance. Equal Opportunity Employer/Disabled/Veteran Over 125 years ago, Frederik and Gerard Philips started a small light bulb company in Eindhoven. Little did they realize that it would become a global force of innovation, committed to improving billions of lives worldwide. But it did. Today, Philips is a world leading health technology company with a vision to make life better for people worldwide through meaningful innovation. Making good on this promise depends on our passionate, inspirational, collaborative and diverse team. We have over 80,000+ brilliant people around the world but are always looking for more. Like-minded, motivated, focused minds to join us in creating a healthier, more connected society while transforming themselves personal

Keyskills :