Technical Support Engineer – I

Job Description:

• 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 makes outbound calls
• Assess complex problems, collects data, establish facts, and documents 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 team members
• 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
• 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

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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