Technical Support Engineer I

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

Requirements:

• 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