Technical Support Engineer

Overview

Technical Support Engineer providing advanced technical support and escalation for internal and external customers for Merge Healthcare products.

What you'll do

• Resolve technical issues within the installed base as a self-directed escalation resource.
• Take inbound and make outbound calls to support customers.
• Assess complex problems, collect data, and document issues, troubleshooting steps, and resolutions in CRM.
• Own customer support experience and resolve customer satisfaction issues with solutions to complex technical problems.
• Escalate and drive issue resolution through appropriate channels and teams using effective communication.
• Perform preventative maintenance and remote software upgrades for system stability.

What you'll need

• 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 collaboration across teams and communication with stakeholders.

Details

• Work mode: Remote (United States).
• Travel: 10%.