Technical Support Engineer, I
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Job Description
Technical Support Engineer providing advanced technical support for Merge Healthcare products and improving customer satisfaction. Collaborating on solutions for complex technical issues within the healthcare sector.
Responsibilities:
- Provide advanced technical support and act as an escalation resources for internal and external customers in the support of Merge Healthcare products
- Take a self-directed role in the support and resolution of technical issues within the installed base
- Take inbound calls and make outbound calls
- Assess complex problems, collect data, establish facts, and document detailed and accurate information about issues, troubleshooting steps and resolution into CRM
- Own the customer support experience and resolve customer satisfaction issues by designing & implementing solutions to complex technical problems
- Escalate, own, and remain focused in driving the resolution of issues through the appropriate channels and teams members, using highly effective communication skills
- Improve customer satisfaction and company profitability by responding quickly to issues, providing frequent and informed updates and resolving issues in a timely manner
- Provide direct input to help continue building the internal and customer facing knowledgebase by documenting root cause & solution details for technical support issues
- Perform 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
- 1–3 years of experience working with or administering medical information systems such as RIS, PACS, HIS, or EMR platforms (preferred)
- Understanding of clinical workflows within medical imaging environments (preferred)
- Familiarity with database technologies, including SQL, DB2, and Oracle (preferred)
- Knowledge of DICOM and HL7 standards (preferred)
- Basic proficiency with scripting languages such as Bash, Korn, VB, Java, or Perl (preferred)
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!
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