Application Support Specialist – Overnight
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Job Description
Application Support Specialist supporting radiologists using Sirona Medical’s cloud-native radiology software. Troubleshooting clinical applications, monitoring client sites, and resolving customer issues overnight.
Responsibilities:
- Promptly respond to and resolve customer inquiries
- Proactively respond to client issues and maintain active monitoring of client sites
- Expedite request resolution according to Standard Operating Procedures and Service Level Agreements
- Document incidents accurately and completely in the ticketing system
- Escalate unresolved issues through appropriate internal channels
- Follow monitoring, alerting, and security procedures to safeguard client data
- Analyze and troubleshoot network performance metrics
- Collaborate with engineering and product development teams on software-related issues
- Contribute to the knowledge base and runbooks
- Streamline workflow processes to improve team scalability and effectiveness
Requirements:
- Proven experience within Customer Care/Call center environments, particularly within the realm of radiology and PACS administration
- Experience working directly with clinician onboarding on clinical applications
- Background in healthcare and adeptness in troubleshooting with medical professionals, ideally radiologists
- PACS administrator or PACS analyst background preferred
- Basic familiarity with DICOM, Hl-7, MWL standards as well as radiology workflows in general
- Minimum of 3 years of experience in level I or higher troubleshooting roles within a call center or support center setting
- Proficiency with Zendesk or G-suite; experience with SaaS platforms preferred
- Previous exposure to startup environments is advantageous, showcasing adaptability and a proactive mindset
- This is an hourly role working remotely within the United States
- Availability for the preferred 11 PM to 7:30 AM EST Monday through Friday shift and rotating overnight/weekend shifts as needed
Benefits:
- Stock Options
- Flexible Paid Time Off
- Medical, dental, vision insurance
- Life insurance
- Paid Maternity and Paternity Leave
- 401K matching
- Apple equipment
- Sponsorship for conferences, continuing education, etc...
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