Technical Support Engineer I- Cath Lab Support

The primary responsibility of the Technical Support Engineer is to provide advanced technical support and act as an escalation resources for internal and external customers in the support of Merge Healthcare products.

Merge medical imaging solutions, offered by Merative, combine intelligent, scalable imaging workflow tools with deep and broad expertise to help healthcare organizations improve their confidence in patient outcomes and optimize care delivery

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

Qualifications Required:

• Knowledgeable in computer hardware, including workstations, servers, and storage devices
• Proficient with workstation and server operating systems
• Solid understanding of network infrastructure and communication protocols
• Excellent customer service, documentation, and communication skills
• Capable of prioritizing multiple tasks with minimal supervision
• Works collaboratively and effectively with teams across all levels of the organization

Basic Qualifications - Preferred:

• Understanding of clinical workflow in a cardiac cath lab environment.
• Familiarity with database technologies such as: SQL.
• Familiarity with HL-7 standards.

Education Requirements:

• Degree from a Technical College/University or equivalent experience Bachelor’s Degree preferred in one of the following areas: Biomedical Engineering, Computer Science, Software Engineering, Computer Engineering or Medical Informatics