[Hiring] Application Support Specialist @Sirona Medical

Role Description

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 3PM to 11:30PM EST Monday through Friday but 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.

Qualifications

• 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.

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.