Customer Care Engineer
- القاهرة
- دائم
- دوام كامل
This role is critical in supporting the smooth operation of our solutions for clients of all types—whether imaging centers, clinics, teleradiology providers, or large healthcare organizations.
Key Responsibilities:
- Technical Support: Deliver prompt and effective technical assistance to clients, diagnosing and resolving issues related to PaxeraHealth solutions, including PACS, RIS, VNA, and AI systems.
- System Installation and Setup: Assist with the installation, configuration, and integration of PaxeraHealth software and hardware into client environments, tailored to their specific workflows and infrastructure.
- Client Interaction: Respond to technical queries from client personnel, guiding them through solutions and ensuring timely and satisfactory resolution of issues.
- Issue Diagnosis & Resolution: Investigate and resolve software, hardware, and network issues to maintain system uptime and optimal performance.
- Preventive Maintenance: Perform routine system checks and maintenance to ensure all PaxeraHealth solutions function reliably and remain compliant with industry standards.
- User Training: Provide remote or on-site training and knowledge transfer to client users, ensuring effective use of PaxeraHealth solutions and self-sufficiency in basic troubleshooting.
- Escalation: Identify and escalate complex or unresolved issues to the senior technical teams, while maintaining transparent and proactive communication with clients.
- Documentation: Log support cases, resolution steps, and knowledge base content to build a comprehensive internal reference for future support needs.
- Collaboration: Coordinate with client IT teams, radiology departments, and other stakeholders to ensure successful deployment and support of PaxeraHealth solutions.
- System Updates and Patches: Assist in deploying updates, patches, and upgrades to keep systems current, secure, and aligned with healthcare compliance standards.
- Client Follow-Up: Ensure client satisfaction by conducting follow-ups and verifying resolution of open issues and service requests.
- Feedback Loop: Gather user feedback and share insights with the product and development teams to support continuous improvement of PaxeraHealth solutions.
- English Fluency: Must be fluent in English (spoken and written)
- Education: Bachelor’s degree in Computer Science, BioMedical Engineering or related field (or equivalent experience)
- Experience: 2–3 years of experience in technical support for medical software or healthcare IT systems
- Strong technical troubleshooting and project coordination skills
- Ability to communicate clearly with both technical and non-technical users
- Familiarity with PACS and/or VNA implementations and medical imaging workflows
- Understanding of healthcare data standards such as DICOM, HL7, and IHE profiles
- Background working with healthcare providers, imaging centers, or as a vendor in enterprise imaging
- Networking knowledge: TCP/IP, Ethernet, WAN, LDAP, Active Directory; relevant certifications (CCNA, MCSE, Security+) are a plus
- Excellent communication skills: written, verbal, and listening