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

Knowledge of computer hardware such as: workstations, servers & storage devices
Strong knowledge of workstation & server OS platforms, Network infrastructure and communication protocols
Customer service, documentation & communication skills
Ability to manage & prioritize multiple work assignments with minimal supervision
Work cohesively and effectively in a team environment with employees from all levels within an organization

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.
Database technologies such as: SQL, DB2 & Oracle
Familiarity with DICOM and/or HL-7 standards.
Basic scripting languages such as: Bash, Korn, VB, Java & Perl.

Merative is hiring a Technical Support Engineer I

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