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Responsibilities
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. 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.Essential Job Duties:Takes a self-directed role in the support and resolution of technical issues within the installed baseTakes inbound calls and makes outbound callsAssess complex problems, collects data, establish facts, and documents detailed and accurate information about issues, troubleshooting steps and resolution into CRMOwns the customer support experience and resolves customer satisfaction issues by designing & implementing solutions to complex technical problemsEscalates, owns, and remains focused in driving the resolution of issues through the appropriate channels and teams members, using highly effective communication skillsImproves customer satisfaction and company profitability by responding quickly to issues, providing frequent and informed updates and resolving issues in a timely mannerProvides direct input to help continue building the internal and customer facing knowledgebase by documenting root cause & solution details for technical support issuesPerforms preventative maintenance activities & remote software upgrades to ensure system stability for customersBasic Qualifications (minimum requirements needed to perform this job)Solid understanding of computer hardware, including workstations, servers, and storage systems.Experience supporting and administering workstation and server operating systems.Knowledge of network infrastructure, connectivity, and communication protocols.Strong customer service, documentation, and verbal/written communication abilities.Proven ability to manage multiple priorities independently in a fast-paced environment.Effective collaborator with the ability to work across teams and communicate with stakeholders at all organizational levels.Preferred Skills1-3 years of experience supporting or administering healthcare IT systems, such as RIS, PACS, HIS, or EMR platforms.Understanding of clinical workflows within a medical imaging environment.Familiarity with relational database technologies, including SQL, DB2, and Oracle.Knowledge of healthcare interoperability standards such as DICOM and HL7.Exposure to scripting languages, including Bash, KornShell, VB, Java, or Perl.Education and Certification RequirementsDegree from a Technical College/University or equivalent experienceBachelor’s Degree preferred in one of the following areas: Biomedical Engineering, Computer Science, Software Engineering, Computer Engineering or Medical InformaticsWork EnvironmentOffice environment; temperature controlledCall center environment.Travel – 10%CompensationThe salary range provided in this job posting is intended to reflect the general market value for the position. The actual salary offered may vary based on factors such as the candidate’s experience, qualifications, skills, and the specific requirements of the role. This range may also be subject to change as market conditions evolve. We encourage open communication throughout the interview process to discuss compensation expectations. For base-salary + commission sales roles, the range represents On-Target Earnings.Min – Max :$53,560.00 - $80,340.00 (USD)BenefitsThe benefits described represent the current offerings at our organization, however, benefits are subject to change and may vary by location and employment status. We strive to provide a comprehensive benefits package that supports our employees’ health, wellness, and financial goals. Please note that benefits may be discussed in more detail during the hiring process.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!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 health and social care. Our values – focus, speed, trust, and inspire – shape how we show up for our clients and each other. Learn more at merative.com
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