Customer Solutions Specialist

Work Environment:

• This position is work from home. It would be an added advantage if the candidate is based in Illinois close to our Naperville facility.   
• Working Hours: Total 37.5 actual working hours per week, or 7.5 hours per day (not including lunch). You will be entitled to 1 hour unpaid lunch break per day, hence the full working day is 8.5 hours per day or 42.5 hours per week.
• Schedule: The candidate will be expected to work on PST time, office hours. 

About this Role (Responsibilities): 

• Provide System Maintenance: Ensure the smooth operation of all IT systems, including hardware, software, networks, and servers.
• Deliver Support Services: Offer technical support to a range of end-users, including pathologists, laboratory technicians, and administrative staff.
• Manage Data/Data sources: Oversee the storage, backup, and retrieval of large volumes of data.
• Engage in Cybersecurity Efforts: Implement and maintain security protocols to safeguard sensitive patient data from potential cyber threats.
• Maintain Software and Hardware: Oversee the operation and deployment of Diagnexia’s software and hardware, ensuring regular updates and upgrades both internally and customer facing.
• Liaise with Customers: Interact with customers for  system set-up and user accounts and resolve any issues that arise.
• Ensure Compliance: Make certain the company's IT operations comply with relevant regulations, such as data privacy rules.
• Coordinate Data Impact Assessments: Regularly organize and oversee all aspects of data impact assessments, ensuring their timely and effective completion. These assessments are vital for understanding how data handling practices could affect patient privacy and to ensure compliance with regulations.

About You (Skills and Experience):

• Bachelor's degree in Information Technology, Computer Science, or a related field is usually expected. (Required)
• Certifications relevant to IT support, cybersecurity, or data management could be beneficial. These might include CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft Certified: Azure Fundamentals, Cisco Certified Network Associate (CCNA), or Certified Information Systems Security Professional (CISSP), among others.
• A minimum of 2-3 years of experience in an IT support role, ideally within a healthcare or scientific research setting.
• Technical Expertise: You have a strong understanding of IT systems, including hardware, software, networks, and servers.
• Cybersecurity Awareness: You are aware of the potential cybersecurity threats and the best practices for protecting sensitive patient data.
• Familiarity with Digital Pathology Systems: You have experience with, or a strong willingness to learn about, digital pathology systems, including specific software and hardware used in the field.
• Vendor Management Skills: You have experience liaising with vendors/customers and are capable of clearly communicating technical needs and issues.
• Compliance Awareness: You are aware of and have experience with healthcare regulations related to data privacy, such as HIPAA (Health Insurance Portability and Accountability Act).
• Experience with Data Impact Assessments: You have coordinated or been involved in conducting data impact assessments, ideally in a healthcare context.
• Strong Communication Skills: You can communicate effectively with a variety of stakeholders, including technical colleagues, healthcare professionals, and administrative staff.

About the Company

Diagnexia, a subsidiary of Deciphex: Accelerating Certainty and Pioneering Pathology Services. Diagnexia, a leading provider of pathology services, operates as a subsidiary of the parent company, Deciphex. Established in Dublin in 2017, Deciphex has rapidly expanded to become a global team of over 200 professionals, offering innovative software solutions to address the pathology gap in both research and clinical areas. With a mission to accelerate the drug development process and provide timely, accurate diagnoses for cancer patients, Deciphex has established a strong presence through its offices in Dublin, Exeter, Oxford and Chicago.

As part of the Deciphex family, Diagnexia leverages its expertise to provide cutting-edge diagnostic solutions to healthcare organizations worldwide. Our cloud-based platform enables hospitals to easily and rapidly send cases for a consultation to our team of expert subspecialists. We are dedicated to improving patient outcomes and helping healthcare organisations stay at the forefront of the industry. 

We are software developers, clinical specialists, AI engineers, operations professionals and so much more, all working as one team to support our customers and patients.  Our team culture is built on trust. We give our team the space they need to deliver results and the environment to ensure they can enjoy doing it.

We are looking for highly motivated  individuals who are excited to take on challenges and value making a difference in their day-to-day work. This is a unique opportunity to make a difference in the emerging Digital Pathology field.

Deciphex is an equal opportunities employer and we are committed to the principle of equality. All qualified applicants will be considered for employment without regard to age, race,  religious beliefs, political views, gender identity, affectional or sexual orientation, national origin, family or marital status (including pregnancy), disability, membership of the traveling community or any other classification protected by applicable law.