Technical Support Engineer I
Merative is dedicated to improving health outcomes through data, analytics, and software solutions for the health industry. The Technical Support Engineer I will provide advanced technical support for Merge Healthcare products, ensuring customer satisfaction and resolving complex technical issues.
Responsibilities
- Takes a self-directed role in the support and resolution of technical issues within the installed base
- Takes inbound calls and makes outbound calls
- Assess complex problems, collects data, establish facts, and documents detailed and accurate information about issues, troubleshooting steps and resolution into CRM
- Owns the customer support experience and resolves customer satisfaction issues by designing & implementing solutions to complex technical problems
- Escalates, owns, and remains focused in driving the resolution of issues through the appropriate channels and teams members, using highly effective communication skills
- Improves customer satisfaction and company profitability by responding quickly to issues, providing frequent and informed updates and resolving issues in a timely manner
- Provides direct input to help continue building the internal and customer facing knowledgebase by documenting root cause & solution details for technical support issues
- Performs preventative maintenance activities & remote software upgrades to ensure system stability for customers
Skills
- Strong knowledge of computer hardware such as: workstations, servers & storage devices required
- Strong knowledge of workstation & server OS platforms required
- Strong knowledge of network infrastructure and communication protocols required
- Strong customer service, documentation & communication skills required
- Ability to manage & prioritize multiple work assignments with minimal supervision required
- Ability to work cohesively and effectively in a team environment with employees from all levels within an organization required
- Applicants must reside in MST or PST time zones
- Degree from a Technical College/University or equivalent experience
- 1-3 years experience using/administering medical information systems such as: RIS, PACS, HIS or EMR solutions
- Understanding of clinical workflow in a medical imaging environment
- Familiarity with database technologies such as: SQL, DB2 & Oracle
- Familiarity with DICOM and/or HL-7 standards
- Familiarity with basic scripting languages such as: Bash, Korn, VB, Java & Perl
- Bachelor's Degree preferred in one of the following areas: Biomedical Engineering, Computer Science, Software Engineering, Computer Engineering or Medical Informatics
Benefits
- Remote first / work from home culture
- Flexible vacation to help you rest, recharge, and connect with loved ones
- Paid leave benefits
- Health, dental, and vision insurance
- 401k retirement savings plan
- Infertility benefits
- Tuition reimbursement, life insurance, EAP – and more!
Company Overview
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