Note: The job is a remote job and is open to candidates in USA. Merative is a company that provides advanced medical imaging solutions to healthcare organizations. The Technical Support Engineer I will be responsible for providing advanced technical support and acting as an escalation resource for customers in the support of Merge Healthcare products.
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
- Extensive knowledge of computer hardware, including workstations, servers, and storage systems
- Strong proficiency with workstation and server operating systems
- Solid understanding of network infrastructure and communication protocols
- Excellent customer service abilities, along with strong documentation and communication skills
- Proven capability to manage and prioritize multiple assignments with minimal supervision
- Ability to collaborate effectively within a team and work well with individuals at all organizational levels
- Degree from a Technical College/University or equivalent experience
- 1–3 years of experience working with or administering medical information systems such as RIS, PACS, HIS, or EMR platforms
- Understanding of clinical workflows within medical imaging environments
- Familiarity with database technologies, including SQL, DB2, and Oracle
- Knowledge of DICOM and HL7 standards
- Basic proficiency with scripting languages such as Bash, Korn, VB, Java, or Perl
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
Merative is an IT services company that offers products to improve decision-making and performance. It is a sub-organization of Francisco Partners. It was founded in 2022, and is headquartered in Ann Arbor, Michigan, USA, with a workforce of 1001-5000 employees. Its website is https://www.merative.com.