Application Support Specialist - Weekend Nights New

Sirona Medical; Northern (KY); Hybrid; USD 28,000 - 48,000; Part time

Benefits offered by this job

Stock Options

Flexible Paid Time Off

Life insurance

Paid Maternity and Paternity Leave

401K matching

Job summary

Sirona Medical in the United States is seeking an Application Support Specialist to deliver exceptional assistance to radiology users. You will address inquiries, document incidents, and collaborate with engineering and product teams to resolve software issues.

This remote, hourly role requires experience in radiology/PACS support, familiarity with DICOM standards, Zendesk, and SaaS platforms, plus a proactive mindset.

Qualifications

• Proven experience within Customer Care/Call center environments, particularly within 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, HL7, MWL standards and radiology workflows.

Responsibilities

• Proactively respond to client issues and monitor client sites.
• Expedite resolution of requests per SOPs and SLAs, 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.

Skills

PACS administrator

Zendesk

G-Suite

DICOM knowledge

Radiology workflows

Call center experience

Clinician onboarding

SaaS platforms

Tools

Zendesk

G-Suite

Job description

Remote

About Sirona Medical

AtSirona 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 imagesare 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.

We’re aSan Francisco-based, cloud-native software companywith employees around the world. Our deep understanding of both thepractice and business of radiologyhas allowed us to buildRadOS—a unified, AI-powered operating system powering the entire radiology workflows.

How Sirona Solves the Problem

Sirona isuniquely positioned to transform the way radiology is practiced. We're delivering the organizational shift that both individual radiologists and entire practices urgently need:

Aunified, intuitive, andplatform-agnosticsolution

A streamlined workspace that makesevery part of the radiologist’s workflow faster and easier

The freedom toread from anywhere, for anyone

By cutting clicks, optimizing diagnostic time, and unlocking efficiencies that extendfar beyond the reading room into all care settings, Sirona empowers radiologists—and in doing so, we help the entire healthcare system move faster, smarter, and with greater impact on patient outcomes.

About Us: At Sirona Medical, we are dedicated to providing exceptional support and service to the radiologists that use our platform, ensuring a seamless and rewarding experience. We believe in fostering a culture of collaboration, inclusivity, and efficiency, striving to exceed expectations in every interaction.

As a Sirona Application Support Specialist, you will play a pivotal role in delivering unparalleled assistance to our users, embodying the values and vision of our Customer Support team. Your primary focus will be on promptly addressing and resolving customer inquiries, leveraging a collaborative and efficient approach. Additionally, you will have the opportunity to streamline workflow processes, contributing to the scalability and effectiveness of our team.

• This is an hourly role working remotely within the United States
• This role has a preferred shift of 7 PM to 7 AM EST Saturday and Sundaybut partakes in multiple shifts, including overnight and weekends, on a rotating basis to meet customer and business needs

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
• Stock Options
• Flexible Paid Time Off
• Life insurance
• Paid Maternity and Paternity Leave
• 401K matching sure, it got truncated? Let's paste final string fully.