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
Qualifications Required:
Experience working in a Help Desk environment, Healthcare ideal
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: HIS or EMR solutions.
Understanding of clinical workflow in a Cath environment.
Familiarity with SQL database technologies
Familiarity with HL-7 standards.
Background in biomedical engineering
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
Work Environment
The work environment characteristics here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions .
Office environment: Temperature Controlled
Call center environment
Travel: 10%
Benefits
Min - Max :$53,560.00 - $80,340.00 (USD)Remote first / work from home cultureFlexible vacation to help you rest, recharge, and connect with loved onesPaid leave benefitsHealth, dental, and vision insurance401k retirement savings planInfertility benefitsTuition reimbursement, life insurance, EAP - and more!Merative participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employeesHealth insuranceDental insuranceVision insurance401(k)Paid time offRemote work optionsFlexible schedule
Additional Information
The primary responsibility of the Technical Support Analyst is to provide advanced technical support and act as an escalation resources for internal and external customers in the support of Merge Healthcare products.
Merative · Remote