Technical Support Engineer I

Merative is a company that provides advanced medical imaging solutions to healthcare organizations. The Technical Support Engineer I role involves providing advanced technical support and acting as an escalation resource for internal and external customers in 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

Requirements:

• Knowledge of computer hardware such as: workstations, servers & storage devices required
• Strong knowledge of workstation & server OS platforms, Network infrastructure and communication protocols required
• Customer service, documentation & communication skills required
• Ability to manage & prioritize multiple work assignments with minimal supervision required
• Work cohesively and effectively in a team environment with employees from all levels within an organization required
• Degree from a Technical College/University or equivalent experience
• 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
• Database technologies such as: SQL, DB2 & Oracle
• Familiarity with DICOM and/or HL-7 standards
• Basic scripting languages such as: Bash, Korn, VB, Java & Perl
• Bachelor's Degree preferred in one of the following areas: Biomedical Engineering, Computer Science, Software Engineering, Computer Engineering or Medical Informatics