Technical Support Engineer

Merge posting Verbiage (add as first line in the Job Summary) : 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 base Takes inbound calls and makes outbound calls Assess complex problems, collects data,establishfacts, and documents detailed andaccurateinformation 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, andremainsfocused in driving the resolution of issues through theappropriate channelsandteamsmembers, using highly effective communication skills Improves customer satisfaction and company profitability by responding quickly to issues, providing frequent and informedupdatesand resolving issuesin 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 Basic Qualifications (minimumrequirements 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/writte