Technical Support Engineer

Merative

3d•$53,560 - $80,340•Remote

About The Position

The primary responsibility of the Technical Support Analyst is to provide advanced technical support and act as an escalation resource for internal and external customers in the support of Merge Healthcare products. 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.

Requirements

Experience working in a Help Desk environment, Healthcare ideal
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: HIS or EMR solutions.
Understanding of clinical workflow in a Cath environment.
Familiarity with SQL database technologies
Familiarity with HL-7 standards.
Background in biomedical engineering

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