About the Role
Technical Support Analyst
locations
Remote United States
time type
Full time
job requisition id
JR00920
Join a team dedicated to supporting the crucial mission of improving health outcomes.
At Merative, you can apply your skills and grow new ones with colleagues who have deep expertise in health and technology. Merative provides data, analytics and software for the health industry. Our clients include providers, health plans, employers, life sciences companies and governments around the world. With industry-leading products and focused innovation, we help customers improve decision-making and performance so that together, we drive real progress in health. Learn more at merative.com
The primary responsibility of the Technical Support Analyst is to provide advanced technical support and act as an escalation resource for internal and external customers in the support of Merge Healthcare products.
Job Description
Essential Job Duties
- 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
Basic Qualifications – Required
- 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
Basic Qualifications – Preferred
- 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.
- Familiarity with database technologies such as: SQL, DB2 & Oracle
- Familiarity with DICOM and/or HL-7 standards.
- Familiarity with basic scripting languages such as: Bash, Korn, VB, Java & Perl.
Education Requirements
- Degree from a Technical College/University or equivalent experience
- Bachelors Degree preferred in one of the following areas: Biomedical Engineering, Computer Science, Software Engineering, Computer Engineering or Medical Informatics