Application Support Specialist – Weekend Nights
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Job Description
Application Support Specialist resolving radiology software and network issues for Sirona Medical users. Monitoring client sites, documenting incidents, and supporting clinicians during rotating U.S. 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
- Thoroughly document incidents in the ticketing system
- Escalate unresolved issues through appropriate internal channels
- Follow monitoring, alerting, and security procedures to safeguard client data and operational integrity
- Analyze and troubleshoot network performance metrics
- Collaborate with engineering and product development teams to resolve software-related issues
- Contribute to the knowledge base and runbooks
- Work rotating overnight and weekend shifts to meet customer and business needs
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
- 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
- PACS administrator or PACS analyst background preferred
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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