Job Details

Company Overview

ConcertAI is at the forefront of revolutionizing healthcare with our cutting-edge AI and data solutions. Our mission is to accelerate insights, advance research, and improve patient outcomes in oncology and across life sciences. As a leader in real-world evidence (RWE) and data-driven technology, ConcertAI partners with top pharmaceutical companies, healthcare providers, and research institutions to enhance patient outcomes and streamline clinical research. By leveraging evidence-generation and artificial intelligence, we deliver unparalleled insights into treatment effectiveness, patient care, and disease progression to advance precision medicine and medical innovation.

Role Summary

This role is an important member of Customer Support team. We are seeking an Associate Technical Support Specialist with an understanding of Healthcare IT systems and basic computer hardware software knowledge.

Responsibilities

• Assist with answering phones for Tier 0 as required.
• Assist with any impromptu tasks as necessary.
• Provide first line of technical support to customers via phone, email or chat utilizing remote access tools provided by Terarecon.
• Analyze and resolve basic hardware / software issues associated with TeraRecon products running on Windows Workstations and Windows Server Operating Systems.
• Prompt escalation of customer product issues in a timely manner for analysis and further action by higher level of support.
• Ensure follow-up on open cases created by higher level support engineers.
• Contact customers pro-actively to schedule software upgrades.
• Maintain a complete description of the issues and remedial actions taken for resolution of the issue in the case management system.
• Implementing best practices and process improvements while diagnosing problems and thereby determine appropriate follow-up action.
• Adhere to regulatory processes.

Requirements

• Associate degree in a Technical field or B.S. Degree in any field of Engineering preferred or IT support specialist certification
• 12+ months of experience in customer service preferably in healthcare industry is preferred
• Basic computer hardware / software knowledge required.
• Effective communication skills and ability to understand and document customer reported problems accurately.
• Analyze problems using proper logic and reasoning acquired through academic learning.

Learn More About ConcertAI

Our team at ConcertAI is dedicated to transforming healthcare decision-making through the application of RWE and AI to improve patient outcomes. We work in a fast-paced, dynamic, high-performing culture where diversity, collaboration, and innovation are valued. Join us on our quest to create a world free of disease. Learn more about ConcertAI at

www.concertai.com

, or follow us on

LinkedIn.

Serving 1,300 clinical sites globally, TeraRecon - a ConcertAI company - is a Best in KLAS solution provider for AI-empowered radiology, oncology, cardiology, neurology, and vascular surgery. In the future, the combination with ConcertAI could bring a single, advanced AI-augmented diagnosis and interpretation capability from clinical trials to patient care. Learn more about TeraRecon at

www.terarecon.com

, or follow us on

LinkedIn

EEO

ConcertAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.