Technical Support Engineer I at Merative in Remote

Summary: Merative is a company that provides advanced medical imaging solutions to healthcare organizations. The Technical Support Engineer I role involves providing advanced technical support and acting as an escalation resource for customers, resolving complex technical issues and enhancing customer satisfaction. Responsibilities: - Takes a self-directed role in the support and resolution of technical issues within the installed base - Takes 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 - Owns the customer support experience and resolves customer satisfaction issues by designing & implementing solutions to complex technical problems - Escalates, owns, and remains focused in driving the resolution of issues through the appropriate channels and teams 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 Required Qualifications: - Knowledge of computer hardware such as: workstations, servers & storage devices required - Strong knowledge of workstation & server OS platforms, Network infrastructure and communication protocols required - Customer service, documentation & communication skills required - Ability to manage & prioritize multiple work assignments with minimal supervision required - Work cohesively and effectively in a team environment with employees from all levels within an organization required - Degree from a Technical College/University or equivalent experience Preferred Qualifications: - 1-3 years experience using/administering medical information systems such as: RIS, PACS, HIS or EMR solutions - Understanding of clinical workflow in a medical imaging environment - Database technologies such as: SQL, DB2 & Oracle - Familiarity with DICOM and/or HL-7 standards - Basic scripting languages such as: Bash, Korn, VB, Java & Perl - Bachelor's Degree preferred in one of the following areas: Biomedical Engineering, Computer Science, Software Engineering, Computer Engineering or Medical Informatics Required Skills: Medical information systems, Network infrastructure, Database technologies Important Skills: Computer hardware, Scripting languages Nice-to-Have Skills: Customer service 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!