Application Support Specialist - Overnight
S
Sirona MedicalHealthcare IT
Remotely within the United States, 11 PM to 7:30 AM EST Monday through Friday preferredFull-TimeMiddle
Salary$30.00 - $36.00/hour + equity + benefits
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Job Details
- Experience
- Minimum of 3 years of experience in level I or higher troubleshooting roles
- Required Skills
- SaaSGoogle WorkspaceZendeskTroubleshootingCustomer support
Requirements
- Minimum of 3 years of experience in level I or higher troubleshooting roles within a call center or support center setting.
- Proven experience within Customer Care/Call center environments, particularly in radiology and PACS administration.
- Experience working directly with clinician onboarding on clinical applications.
- Background in healthcare with experience troubleshooting with medical professionals, ideally radiologists.
- Basic familiarity with DICOM, HL-7, and MWL standards.
- Proficiency with Zendesk or Google Workspace (G-Suite).
- Experience with SaaS platforms preferred.
- Previous exposure to startup environments advantageous.
Responsibilities
- Proactively respond to client issues and maintain active monitoring of client sites.
- Expedite resolution of requests in accordance with Standard Operating Procedures and Service Level Agreements.
- Thoroughly document all incidents within the ticketing system.
- Escalate unresolved issues to internal engineering and product teams.
- Adhere to monitoring, alerting, and security procedures to safeguard client data.
- Analyze and troubleshoot network performance metrics to identify optimization opportunities.
- Contribute to the ongoing development of the knowledge base and runbooks.
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