Application Support Specialist

July 16

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Sirona Medical

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Unify Radiology IT. Simplify Radiologist Workflow. Amplify Radiology Practice.

Radiology • Informatics • Workflow • Healthcare • Artificial Intelligence

51 - 200

💰 $40M Series B on 2021-11

Description

• 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 • Onboarding and training of new radiologists and their IT staff, both virtually and on-site • 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

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 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 • Unlimited PTO • Medical, dental, vision insurance • Life insurance • Maternity and Paternity Leave • 401K matching • Apple equipment • Sponsorship for conferences, continuing education, etc...