Merative

Technical Support Engineer I

Merative

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Salary

💰 $52,000 - $78,000 per year

Job Level

Junior

Tech Stack

JavaOraclePerlSQL

About the role

  • 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, collects 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 knowledge base by documenting root cause & solution details for technical support issues
  • Perform preventative maintenance activities & remote software upgrades to ensure system stability for customers

Requirements

  • Strong knowledge of computer hardware such as: workstations, servers & storage devices required
  • Strong knowledge of workstation & server OS platforms required
  • Strong knowledge of network infrastructure and communication protocols required
  • Strong customer service, documentation & communication skills required
  • Ability to manage & prioritize multiple work assignments with minimal supervision required
  • Ability to work cohesively and effectively in a team environment with employees from all levels within an organization required
  • 1-3 years experience using/administering medical information systems such as: RIS, PACS, HIS or EMR solutions (preferred)
  • Understanding of clinical workflow in a medical imaging environment (preferred)
  • Familiarity with database technologies such as: SQL, DB2 & Oracle (preferred)
  • Familiarity with DICOM and/or HL-7 standards (preferred)
  • Familiarity with basic scripting languages such as: Bash, Korn, VB, Java & 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!

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
computer hardwareworkstation OSserver OSnetwork infrastructurecommunication protocolsmedical information systemsSQLDB2Oraclescripting languages
Soft skills
customer servicedocumentation skillscommunication skillstime managementprioritizationteam collaborationproblem-solvingself-directedcustomer satisfaction focuseffective communication