Provides advanced technical support and acts as an escalation resource for internal and external customers in support of Merge Healthcare products
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 on 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 knowledgebase by documenting root cause & solution details for technical support issues
Performs preventative maintenance activities & remote software upgrades to ensure system stability for customers

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
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

Technical Support Engineer, I

Key skills