Job Description

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.