Application Support Specialist - Weekend Nights

Sirona Medical; Burlington (VT); On-site; USD 85,962,000 - 103,155,000; Full time

Benefits offered by this job

Stock Options

Flexible PTO

Medical, dental, vision insurance

Life insurance

Paid Maternity and Paternity Leave

401K matching

Apple equipment

Sponsorship for conferences, CE, etc.

Job summary

Sirona Medical seeks a customer care specialist to support radiology software and PACS workflows. You will handle clinician onboarding, troubleshoot with radiologists, and maintain ticketing records. The role emphasizes cross-functional collaboration with engineering and product teams.

Ideal candidates bring 3+ years in call-center support, knowledge of DICOM/HL7, and experience with SaaS tools like Zendesk. This is a full-time on-site position in the United States with equity and benefits.

Qualifications

• Proven experience within Customer Care/Call center environments, in radiology/PACS.
• Experience onboarding clinicians on clinical applications.
• Background in healthcare with troubleshooting alongside radiologists.
• PACS administrator or analyst background preferred.
• Familiarity with DICOM, HL7, MWL and radiology workflows.
• Minimum 3 years in Level I or higher support roles in call centers.
• Proficiency with Zendesk or G-suite; SaaS experience preferred.
• Startup environment experience is an asset.

Responsibilities

• Proactively respond to client issues and monitor client sites.
• Expedite resolution of requests per SOPs and SLAs across teams.
• Document incidents in the ticketing system with accuracy.
• Escalate unresolved issues to internal channels for rapid fixes.
• Follow monitoring, alerting and security procedures to protect data.
• Analyze network performance metrics and identify improvements.
• Collaborate with engineering and product to resolve software issues.
• Contribute to knowledge base and runbooks over time.

Skills

Customer Care

Call Center

PACS administration

DICOM knowledge

HL7 familiarity

SaaS platforms

Zendesk

G-Suite

Tools

Zendesk

G-Suite

Job description

About Sirona Medical

At Sirona Medical, we’re building software that enables physicians to work as fast as they can think. Each year in the U.S., billions of patient images are captured—and nearly all of them are reviewed and diagnosed by radiologists. These specialists are the central hub of diagnostic medicine: over 80% of all healthcare data flows through radiology IT systems. Yet despite their pivotal role, radiologists are overburdened by outdated, fragmented software which limits their efficiency and ultimately the quality and efficiency of care that health systems can provide patients. That’s where Sirona comes in.

How Sirona Solves the Problem

Sirona Is Uniquely Positioned To Transform The Way Radiology Is Practiced. We're Delivering The Organizational Shift That Both Individual Radiologists And Entire Practices Urgently Need

• A unified, intuitive, and platform-agnostic solution
• A streamlined workspace that makes every part of the radiologist’s workflow faster and easier
• The freedom to read from anywhere, for anyone

Key Responsibilities

• Proactively respond to client issues and maintain active monitoring of client sites
• Expedite resolution of requests in accordance with our Standard Operating Procedures and Service Level Agreements, collaborating cross-functionally as needed
• Thoroughly document all incidents within our ticketing system, ensuring accuracy and completeness
• Escalate unresolved issues to the appropriate internal channels for swift resolution
• Adhere to monitoring, alerting, and security procedures to safeguard client data and uphold operational integrity
• Analyze and troubleshoot network performance metrics, identifying areas for improvement and optimization
• Collaborate with engineering and product development teams to address and resolve software-related issues effectively
• Contribute to knowledge base and runbooks on an ongoing basis
• Expedite resolution of requests in accordance with our Standard Operating Procedures and Service Level Agreements, collaborating cross-functionally as needed
• Thoroughly document all incidents within our ticketing system, ensuring accuracy and completeness
• Escalate unresolved issues to the appropriate internal channels for swift resolution
• Adhere to monitoring, alerting, and security procedures to safeguard client data and uphold operational integrity
• Analyze and troubleshoot network performance metrics, identifying areas for improvement and optimization
• Collaborate with engineering and product development teams to address and resolve software-related issues effectively

Key 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
• Experience working directly with clinician onboarding on clinical applications
• Background in medicine and adeptness in troubleshooting with medical professionals, ideally radiologists
• 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

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...

The annual US base salary range for this full-time position is $30.00 - $36.00/hour + equity + benefits. Pay scale is flexible depending on experience. Within the range, individual pay is determined by work location and additional factors, including job-related skills, competencies, experience, relevant education and training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.