Technical Support Engineer I – Cath Lab Support

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November 5

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Merative

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Healthcare Insurance • SaaS • Artificial Intelligence

Merative is a healthcare data, technology, and analytics company. It offers a range of solutions aimed at improving health outcomes by focusing on clinical decision support, healthcare analytics, medical imaging, clinical development, and health and human services. Key products and services include Micromedex for clinical decision support, Zelta for clinical data management, Merge for imaging solutions, and Truven for healthcare analytics. Merative serves a diverse client base, including healthcare providers, life sciences companies, governments, health plans, and employers. The company is dedicated to enhancing healthcare delivery and decision-making by leveraging real-world data and advanced analytics to provide actionable insights and tailored solutions.

1001 - 5000 employees

Founded 2022

⚕️ Healthcare Insurance

☁️ SaaS

🤖 Artificial Intelligence

📋 Description

• Provide advanced technical support and act as an escalation resources for internal and external customers in the support of Merge Healthcare products • Take a self-directed role in the support and resolution of technical issues within the installed base • Take inbound calls and make outbound calls • Assess complex problems, collect data, establish facts, and document detailed and accurate information about issues, troubleshooting steps and resolution into CRM • Own the customer support experience and resolve customer satisfaction issues by designing & implementing solutions to complex technical problems • Escalate, own, and remain focused in driving the resolution of issues through the appropriate channels and team members, using highly effective communication skills • Improve customer satisfaction and company profitability by responding quickly to issues, providing frequent and informed updates and resolving issues in a timely manner • Provide direct input to help continue building the internal and customer facing knowledge base by documenting root cause & solution details for technical support issues • Perform preventative maintenance activities & remote software upgrades to ensure system stability for customers

🎯 Requirements

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

🏖️ Benefits

• Remote first / work from home culture • Flexible vacation to help you rest, recharge, and connect with loved ones • Paid leave benefits • Health, dental, and vision insurance • 401k retirement savings plan • Infertility benefits • Tuition reimbursement, life insurance, EAP – and more!