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 looking for someone able to effectively communicate with a diverse range in clinical staff, remain calm under pressure, and demonstrate empathy in every interaction. We are currently seeking an organized and motivated individual that has a base knowledge of clinical environments and terminology to join our collaborative team and help us accomplish the best experience for our customers.
WHAT YOU’LL DO:
- Respond promptly to incoming inquiries via phone calls, voicemail, and respond to emails ensuring every inquiry is addressed with care
- Provide excellent customer service to hospitals, clinicians, and clinical staff to understand their needs and provide tailored support.
- Utilize remote technologies to diagnose and resolve user issues, providing clear and patient guidance throughout the process
- Conduct remote training to educate customers on how to best apply our software for clinical or research purposes
- Collaborate with other team members in finding solutions that may be outside of your area of expertise
- Recognize when an issue requires escalation and ensure that it is handled promptly and to the customer’s satisfaction
- Remain calm and composed under pressure, ensuring a positive and helpful attitude
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.
