Client Services Specialist - US/ Canada
RamSoft
About us
Join RamSoft (www.ramsoft.com), a collaborative and innovative SaaS medical software company that is developing and selling novel cloud and cloud-native RIS/PACS software platforms for radiologists worldwide. We’re a global business with 200+ employees located worldwide, and we are growing quickly.
Location: US/Canada
Role Summary
The Client Services Specialist is a dual-function role combining technical support expertise with product specialization. As a frontline representative of RamSoft, this role handles inbound support cases related to software configuration, usage, and troubleshooting, while also playing a key role in delivering product demonstrations and advanced application support. This role acts as a subject matter expert across multiple customer touchpoints — helping drive adoption and gather and provide valuable feedback to the Product team.
This position requires occasional travel (up to 30%) for customer training, onsite support, and trade show participation.
Key Responsibilities
Technical Support & Issue Resolution
- Respond to inbound customer support cases via phone, email, and remote access tools.
- Troubleshoot and resolve software configuration, performance, and usability issues.
- Document support inquiries, resolutions, and actions within the case management system.
- Collaborate with Engineering, QA, and Product for advanced troubleshooting and issue escalation.
- Support ticket handoff with complete technical and business context.
Product Demonstrations & Training
- Lead virtual and in-person product demonstrations tailored to various customer personas (e.g., clinical, admin, technical).
- Deliver onboarding and follow-up training sessions for new and existing customers.
- Facilitate hands-on sessions for product education during implementation or upgrades.
- Represent RamSoft at trade shows, webinars, and customer-facing events.
Application Expertise & Escalated Support
- Serve as an escalation point for advanced application usage issues.
- Support internal enablement and product readiness for new releases or features.
- Assist Customer Success Managers and Sales Engineers by providing deep product insight when needed.
Product Feedback & Usability Insights
- Gather structured customer feedback during support interactions, trainings, and demos.
- Collaborate with Product Managers to validate feature needs, usability concerns, and enhancement requests.
- Participate in feature design and UAT (user acceptance testing) cycles.
Market Intelligence & Representation
- Represent the product at industry trade shows and conferences, delivering demos and gathering market insights.
- Maintain a strong understanding of industry trends, customer pain points, and competitive offerings.
Required Qualifications
- Associate’s or Bachelor’s degree in healthcare, IT, or related discipline.
- 3–5 years of experience in technical support, client services, product training, or presales roles.
- Exceptional troubleshooting, communication, and interpersonal skills.
- Customer empathy and experience managing challenging conversations.
- Ability to work in fast-paced, cross-functional teams.
- Willingness to travel up to 30% for training, demos, and events.
Preferred Qualifications
- Experience with RamSoft products is a bonus and differentiator.
- Experience supporting or demonstrating healthcare IT systems (RIS/PACS, EMR, HL7, DICOM).
- Familiarity with cloud-based applications, remote support tools, and CRM platforms (e.g., Salesforce).
- Prior experience conducting product demos, virtual trainings, or trade show presentations.
- Radiology or clinical background is an asset.
Success Metrics
- Ticket resolution speed and quality (FCR, CSAT).
- Product training completion and satisfaction rates.
- Demo-to-conversion success in collaboration with Sales.
- Feature feedback quality and usability contributions.
- Support deflection through education and enablement.
Why Join RamSoft
At RamSoft, we’re transforming healthcare through innovative, cloud-native imaging solutions. As a Client Services Specialist, you’ll help ensure our customers are empowered, supported, and confident — whether they're implementing our software, exploring its capabilities, or troubleshooting challenges. We offer a collaborative environment, flexible work options, and the opportunity to directly impact patient care through better technology.