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Technical Support Analyst I



IT, Customer Service
Hartland, WI, USA
Posted on Tuesday, August 22, 2023

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.com

The 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 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, 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 team’s 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.

Basic Qualifications (minimum requirements needed to perform this job)

  • Strong knowledge of computer hardware such as: workstations, servers & storage devices required (Windows Based).

  • Strong knowledge of workstation & server OS platforms required.

  • Strong knowledge of network infrastructure and communication protocols required.

  • Strong customer service, documentation & communication skills required.

  • Ability to manage & prioritize multiple work assignments with minimal supervision required.

  • Ability to work cohesively and effectively in a team environment with employees from all levels within an organization required.

Preferred Skills

  • 1-3 years' experience using/administering medical information systems such as: HIS or EMR solutions.

  • 1-3 years' experience in supporting Cath Lab technologies such as: EMR solutions, Cath charting solutions.

  • Understanding of clinical workflow in a cardiac Cath Lab environment.

  • Familiarity with SQL database technology.

  • Familiarity with HL-7 standards.

  • Familiarity with basic SQL scripting and batch files.

Education and Certification Requirements

  • Degree from a Technical College/University or equivalent experience

  • Bachelor’s Degree preferred in one of the following areas: Biomedical Engineering, Computer Science, Software Engineering, Computer Engineering or Medical Informatics

Work Environment

  • Office environment: temperature controlled
  • Call center environment (Hybrid).
  • Travel – 10%

It 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