Technical Support Engineer – I

Worldwide Salaried Open

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:

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