Clinical Support Engineer at MIM Software | Powderkeg

Location: Remote

Employment Type: full-time

Team: Customer Support

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.

What You'll Do:

  • Respond to customer inquiries related to our market specific products through various communication channels
  • 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
  • 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
  • Participate in collaborative projects to enhance our customer service and internal processes to provide an effortless experience for MIM’s customers
  • Provide customer insight to internal teams related to product use and support burden analysis
  • Be capable of assessing when escalation is needed to resolve an urgent customer matter
  • Maintain accurate records and document all customer service activities and discussions

What You'll Need:

  • 3 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

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 Software 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.

Job Summary
  • Job Title
    Clinical Support Engineer
  • Company
    MIM Software
  • Location
  • Employment Type
    Full time
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