Application Support Specialist – Second Shift
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Job Description
Application Support Specialist resolving customer and network issues for Sirona Medical’s radiology software. Supporting clinicians remotely across the United States on rotating second, overnight, and weekend shifts.
Responsibilities:
- Proactively respond to client issues and maintain active monitoring of client sites
- Expedite resolution of requests according to Standard Operating Procedures and Service Level Agreements, collaborating cross-functionally as needed
- Document all incidents accurately and completely in the ticketing system
- Escalate unresolved issues through appropriate internal channels
- Follow monitoring, alerting, and security procedures to protect client data and operational integrity
- Analyze and troubleshoot network performance metrics and identify optimization opportunities
- Collaborate with engineering and product development teams to resolve software-related issues
- Contribute to the knowledge base and runbooks
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
- Ability to work the preferred 3PM to 11:30PM EST Monday through Friday shift and rotating overnight/weekend shifts
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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