Technical Support Engineer

Merative

6d•$53,560 - $80,340•Remote

About The Position

Merge medical imaging solutions, offered by Merative, combine intelligent, scalable imaging workflow tools with deep and broad expertise to help healthcare organizations improve their confidence in patient outcomes and optimize care delivery. 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

Solid understanding of computer hardware, including workstations, servers, and storage systems.
Experience supporting and administering workstation and server operating systems.
Knowledge of network infrastructure, connectivity, and communication protocols.
Strong customer service, documentation, and verbal/written communication abilities.
Proven ability to manage multiple priorities independently in a fast-paced environment.
Effective collaborator with the ability to work across teams and communicate with stakeholders at all organizational levels.
Degree from a Technical College/University or equivalent experience

Nice To Haves

1-3 years of experience supporting or administering healthcare IT systems, such as RIS, PACS, HIS, or EMR platforms.
Understanding of clinical workflows within a medical imaging environment.
Familiarity with relational database technologies, including SQL, DB2, and Oracle.
Knowledge of healthcare interoperability standards such as DICOM and HL7.
Exposure to scripting languages, including Bash, KornShell, VB, Java, or Perl.
Bachelor’s Degree preferred in one of the following areas: Biomedical Engineering, Computer Science, Software Engineering, Computer Engineering or Medical Informatics

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