Responsibilities:
- 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
Qualifications Required:
- Experience working in a Help Desk environment, Healthcare ideal
- Strong knowledge of computer hardware such as: workstations, servers & storage devices required
- 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
Basic Qualifications - Preferred
- 1-3 years experience using/administering medical information systems such as: HIS or EMR solutions.
- Understanding of clinical workflow in a Cath environment.
- Familiarity with SQL database technologies
- Familiarity with HL-7 standards.
- Background in biomedical engineering
Education 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
The work environment characteristics here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- 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
Skills Required
- Experience working in a Help Desk environment
- Strong knowledge of computer hardware (workstations, servers, storage devices)
- Strong knowledge of workstation and server OS platforms
- Strong knowledge of network infrastructure and communication protocols
- Strong customer service, documentation and communication skills
- Ability to manage and prioritize multiple work assignments with minimal supervision
- Ability to work cohesively and effectively in a team environment
- Degree from a Technical College or University or equivalent experience
- 1-3 years experience using/administering medical information systems (HIS or EMR)
- Understanding of clinical workflow in a Cath environment
- Familiarity with SQL database technologies
- Familiarity with HL-7 standards
- Background in biomedical engineering
- Bachelor's Degree in Biomedical Engineering, Computer Science, Software Engineering, Computer Engineering or Medical Informatics
Merative Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Merative and has not been reviewed or approved by Merative.
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Wellbeing & Lifestyle Benefits — Remote and hybrid flexibility supports work–life balance. Flexible schedules and remote-first norms are positioned as a relative bright spot across many roles.
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Leave & Time Off Breadth — Flexible or unlimited PTO policies are available in many roles alongside paid sick time. Parental leave adds further breadth to time-off options.
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Fair & Transparent Compensation — Base pay is considered fair to good in select roles, with some positions characterized as having solid compensation. Competitive ranges are evident for certain senior product and architecture roles.
Merative Insights
What We Do
Merative is a data, software and technology partner for the health and government social services industries, working with providers, health plans, employers, life sciences companies and governments. With trusted technology and human expertise, the company works with clients to drive real progress. Merative helps clients orient information and insights around the people they serve to improve decision-making and performance. Merative, formerly IBM Watson Health, became a new standalone company as part of Francisco Partners in 2022. Learn more at merative.com
