Company Name: Merative

Job Details: Hiring Remotely in United States Remote Junior

Job Url: https://builtin.com/job/technical-support-analyst/6756088

Job Description: 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.comThe 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.Essential Job DutiesProactive in supporting and resolving technical issues within the installed customer baseHandles both inbound and outbound customer callsAssesses complex problems, gathers data, establishes facts, and documents accurate details of issues, troubleshooting steps, and resolutions in the CRMOwns the customer support experience by designing and implementing solutions to complex technical issuesEscalates and drives resolution through appropriate teams, maintaining clear and effective communicationEnhances customer satisfaction and company performance by responding promptly, providing informed updates, and resolving issues efficientlyContributes to internal and customer-facing knowledge bases by documenting root causes and solutionsPerforms preventative maintenance and remote software upgrades to maintain system stabilityBasic QualificationsStrong knowledge of computer hardware including workstations, servers, and storage devicesProficiency in workstation and server OS platformsUnderstanding of network infrastructure and communication protocolsExcellent customer service, documentation, and communication skillsAbility to manage and prioritize multiple assignments independentlyStrong team collaboration skills across all organizational levelsPreferred Skills1–3 years of experience with medical information systems such as RIS, PACS, HIS, or EMRUnderstanding of clinical workflows in medical imagingFamiliarity with database technologies (e.g., SQL, DB2, Oracle)Knowledge of DICOM and/or HL-7 standardsExperience with basic scripting languages (e.g., Bash, Korn, VB, Java, Perl)Education and CertificationTechnical college/university degree or equivalent experienceBachelor’s degree preferred in Biomedical Engineering, Computer Science, Software Engineering, Computer Engineering, or Medical InformaticsIt is the policy of Merative to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Merative will provide reasonable accommodations for qualified individuals with disabilities.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/employees