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Technical Support Engineer, I
MerativeTechnical Support Engineer providing advanced technical support for Merge Healthcare products. Collaborating with customers to resolve technical issues in medical imaging environments.
Tech Stack
Tools & technologiesJavaOraclePerlSQL
About the role
Key responsibilities & impact- Provides advanced technical support and acts as an escalation resource for internal and external customers in support of Merge Healthcare products
- Takes inbound calls and makes outbound calls
- Assesses complex problems, collects data, establishes 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 on driving the resolution of issues through the appropriate channels and team 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
What you’ll need- 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
Comp & perks- 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!
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
computer hardwareworkstation operating systemsserver operating systemsnetwork infrastructurecommunication protocolsmedical information systemsSQLDB2Oraclescripting languages
Soft Skills
customer servicedocumentation skillscommunication skillstime managementcollaborationproblem-solvingprioritizationattention to detailescalation managementcustomer satisfaction