Clinical Support Engineer

As a Clinical Support Engineer (CSE) you are the first point of contact for our customers and set the tone for the rest of their experience. You will be trained in medical imaging, our products, and be able to confidently manage customer inquiries. The CSE is responsible for supporting customer needs by answering incoming calls, resolving customer questions, and requests while adhering to internal procedures. We are currently seeking an organized, motivated individual to join our collaborative team and help us accomplish the best experience for our customers. WHAT YOU'LL DO: Play a significant role in the customer's journey from first contact to issue resolution for the customer journey to ensure tickets are resolved in a timely manner Interact with hospitals, clinicians, and other clinical staff Receives incoming inquiries by taking phone calls, returning voicemail, and respond to emails Troubleshoot user issues in the software utilizing remote desktop technologies Conduct remote training to educate customers on how to best apply our software for clinical or research purposes Partner with other team members in finding solutions that may be outside of your area of expertise Be capable of assessing when escalation is needed Handle emotionally challenging and stressful situations with empathy and priority Maintain accurate records and document all customer service activities Collaborate with cross-departmental teams across the organization WHAT YOU'LL NEED: 2 plus years in a position where customer service was a key part of your responsibilities Experience in a clinical setting is a plus Aptitude to develop a technical, clinical, and anatomical knowledge base and learn on the job Strong organizational, time management, and analytical skills to solve pressing customer concerns Strong communication both written and verbal Ability to actively listen and anticipate the needs of the customer Capacity to develop an empathetic mindset Ability to work with a flexible schedule What You'll Get: Hybrid work environment so you can work remotely as well as enjoy the office MIM pays 100% of your insurance monthly costs; including medical, dental, vision, disability, and life insurance Each employee received a Health Savings Account (HSA) that fully covers the medical deductible 20 vacation days and 11 paid company holidays, including the time between Christmas and New Years A 401(k) with a 4% match that is 100% vested on day one Annual Bonus Program Up to $8,000 in continued education costs annually Relaxed office setting where jeans are the norm Free snacks and beverages at the office 24 hour access to an in-office fitness center Wait, What Does MIM Do? MIM provides medical imaging software to imaging centers, hospitals, specialty clinics, research organizations, and pharmaceutical companies across the globe. Our mission is to enhance patient care by providing tools to support the diagnostic and treatment process, so the physician can focus on the patient. Diversity Equity and Inclusion MIM is committed to fostering a diverse and inclusive culture where everyone can contribute and thrive. We'll encourage, support, and learn from each other's perspectives. This is both the right thing to do and vital: diverse perspectives fuel innovations that enhance patient care.

Created: 2024-11-02