Technical Support Engineer I

Merative

69d • $52,000 - $78,000

About The Position

Join a team dedicated to supporting the crucial mission of improving health outcomes. At Merative, you can apply your skills – and grow new ones – with colleagues who have deep expertise in health and technology. Merative provides data, analytics and software for the health industry. Our clients include providers, health plans, employers, life sciences companies and governments around the world. With industry-leading products and focused innovation, we help customers improve decision-making and performance so that together, we drive real progress in health. The primary responsibility of the Technical Support Analyst is to provide advanced technical support and act as an escalation resources for internal and external customers in the support of Merge Healthcare products.

Requirements

• 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.

Nice To Haves

• 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.

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.
• Assesses complex problems, collects data, establishes 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 team 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 knowledge base by documenting root cause & solution details for technical support issues.
• Performs preventative maintenance activities & remote software upgrades to ensure system stability for customers.

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!

What This Job Offers

• Job Type: Full-time
• Education Level: Bachelor's degree