Watson Health - Technical Support Analyst

Job description

Title: Technical Support Analyst 1
Location: Hartland, WI

Job Summary:
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

Required Qualifications:

·  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
·  Familiarity with database technology such as SQL is 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
·  Degree from a Technical College/University or equivalent experience
Preferred Qualification:
·  1-3 years experience using/administering medical information systems such as: HIS or EMR solutions.
·  Understanding of clinical workflow in Cardiac Cath Lab environment.
·  Familiarity with HL-7 standards.
·  Familiarity with basic scripting languages such as: Bash, Korn, VB, Java & Perl.
·  Bachelor's Degree preferred in one of the following areas: Biomedical Engineering, Computer Science, Software Engineering, Computer Engineering or Medical Informatics
Auto req ID

175548BR
Required Education

High School Diploma/GED
Role ( Job Role )

Software Specialist
State / Province

WISCONSIN
Primary job category

Product Services
Company

(0147) International Business Machines Corporation
Contract type

Regular
Employment Type

Full-Time
Is this role a commissionable/sales incentive based position?

No
Travel Required

Up to 10% or 1 day a week
IBM Business Group

Watson Health
Preferred Education

Bachelor's Degree
City / Township / Village

HARTLAND
EO Statement

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

·  1+ years of experience and 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
·  Familiarity with database technology such as SQL is 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
·  Degree from a Technical College/University or equivalent experience
Country/Region

United States
Preferred Technical and Professional Experience

·  1-3+ years experience using/administering medical information systems such as: HIS or EMR solutions.
·  Understanding of clinical workflow in Cardiac Cath Lab environment.
·  Familiarity with HL-7 standards.
·  Familiarity with basic scripting languages such as: Bash, Korn, VB, Java & Perl.
·  Bachelor's Degree preferred in one of the following areas: Biomedical Engineering, Computer Science, Software Engineering, Computer Engineering or Medical Informatics
Eligibility Requirements

·  NONE
Position Type

Professional
Early Professional Track

Not Applicable - Professional Hire
New Collar Role

No