Merge by Merative · 13 hours ago
Technical Support Engineer I
United States
Full-time
Remote
Entry Level
$54K/yr - $80K/yr
1+ years expMerative is a company focused on improving health outcomes through data, analytics, and software solutions for the health industry. They are seeking a Technical Support Engineer I to provide advanced technical support and act as an escalation resource for customers regarding Merge Healthcare products, ensuring customer satisfaction and system stability.
Health CareMedical Device
No H1B
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
Qualification
Required
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
Preferred
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
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
Merge by Merative
Trusted by 6 of the 10 largest U.S.
501-1000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2015-08-06Acquired
1998-01-29IPO
Leadership Team
Todd Piccolo
VP Partner Sales
Jill Organ
HR Business Partner
Recent News
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