Application Support Specialist - Weekend Nights

Sirona Medical; Cincinnati (OH); On-site; USD 41,000 - 50,000; Full time

Benefits offered by this job

Stock Options

Flexible Paid Time Off

Medical, dental, vision insurance

Life insurance

Paid Maternity and Paternity Leave

401K matching

Apple equipment

Sponsorship for conferences, CE

Job summary

Sirona Medical is seeking a Customer Care Specialist to support radiology clients and PACS systems, ensuring fast, accurate issue resolution and onboarding of clinicians. You will work with engineering and product teams to improve workflows and maintain data integrity.

Ideal candidates have healthcare troubleshooting experience, a background in radiology, and familiarity with SaaS platforms. This role requires hands-on problem solving and collaboration across departments at a growing startup.

Qualifications

• Experience in customer care/call center environments in radiology and PACS administration.
• Experience onboarding clinicians on clinical applications.
• Background in healthcare and adeptness in troubleshooting with medical professionals, ideally radiologists.
• Minimum of 3 years in level I or higher troubleshooting roles within a call center or support center setting.

Responsibilities

• Proactively respond to client issues and monitor client sites.
• Expedite resolution of requests in accordance with SOPs and SLAs, collaborating cross-functionally as needed.
• Document all incidents within our ticketing system with accuracy and completeness.
• Escalate unresolved issues to appropriate internal channels for swift resolution.
• Adhere to monitoring, alerting, and security procedures to safeguard client data.

Skills

Customer care

PACS administration

Onboarding clinicians

Startup experience

Radiology workflows

Tools

Zendesk

G-Suite

SaaS platforms

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 Yet despite their pivotal role, radiologists are overburdened by outdated, fragmented software which limits their efficiency and ultimately the quality and efficiency of care that health systems can provide patients.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.