About the role

Aplyr's Quick Take

This role is about providing advanced technical support for healthcare imaging products, primarily through troubleshooting and resolving customer issues. It's an individual contributor position focused on direct interaction with clients and internal teams to ensure customer satisfaction and system stability.

Good fit

Ideal candidates have 1-3 years of experience in healthcare IT support, strong technical skills, and excellent communication abilities. A proactive, self-directed working style will help you thrive in this fast-paced environment.

Worth noting

The role emphasizes ownership of the customer support experience, which may appeal to those who enjoy problem-solving and direct client interaction. However, the spec lacks detail on specific tools or technologies used, which could be a concern for some applicants.

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, 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

Basic Qualifications (minimum requirements 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/written communication abilities.
Proven ability to manage multiple priorities independently in a fast-paced environment.
Effective collaborator with the ability to work across teams and communicate with stakeholders at all organizational levels.

Preferred Skills

1-3 years of experience supporting or administering healthcare IT systems, such as RIS, PACS, HIS, or EMR platforms.
Understanding of clinical workflows within a medical imaging environment.
Familiarity with relational database technologies, including SQL, DB2, and Oracle.
Knowledge of healthcare interoperability standards such as DICOM and HL7.
Exposure to scripting languages, including Bash, KornShell, VB, Java, or Perl.

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.

Travel – 10%

Compensation

The salary range provided in this job posting is intended to reflect the general market value for the position. The actual salary offered may vary based on factors such as the candidate’s experience, qualifications, skills, and the specific requirements of the role. This range may also be subject to change as market conditions evolve. We encourage open communication throughout the interview process to discuss compensation expectations. For base-salary + commission sales roles, the range represents On-Target Earnings.

Min – Max :

$53,560.00 - $80,340.00 (USD)

Benefits

The benefits described represent the current offerings at our organization, however, benefits are subject to change and may vary by location and employment status. We strive to provide a comprehensive benefits package that supports our employees’ health, wellness, and financial goals. Please note that benefits may be discussed in more detail during the hiring process.

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!

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

Aplyr's read

Merative leverages data-driven technology to enhance healthcare outcomes, attracting professionals passionate about innovation in health tech solutions.
Synthesized from recent postings & public sources

What's promising

•Merative focuses on innovative data-driven solutions to improve healthcare outcomes.
•The company offers diverse roles, from cloud engineering to healthcare consulting.
•Merative's technology-driven approach is aligned with current healthcare industry trends.

What to watch

•The healthcare technology sector is highly competitive, posing challenges for differentiation.
•Rapid technological advancements may require continuous upskilling.
•Limited public information about the company's long-term financial stability.

Why Merative

•Merative specializes in healthcare-specific data insights and solutions.
•The company has a strong focus on Curam software for social program management.
•Merative's roles span technical, consulting, and marketing disciplines, offering varied career paths.

Aplyr’s read is generated by AI from public sources. Was it useful?