Application Support Specialist - Weekend Nights
S
Sirona MedicalHealthcare IT
Working remotely within the United States, 7 PM to 7 AM ESTFull-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 within a call center or support center setting
- Required Skills
- SaaSZendesk
Requirements
- Minimum 3 years of experience in level I or higher troubleshooting roles in call center or support settings.
- Experience in Customer Care/Call center environments, particularly in radiology and PACS administration.
- Experience working directly with clinician onboarding on clinical applications.
- Background in healthcare and experience troubleshooting with medical professionals, ideally radiologists.
- Basic familiarity with DICOM, HL-7, and MWL standards.
- Proficiency with Zendesk or G-Suite.
- Experience with SaaS platforms is preferred.
- Previous exposure to startup environments is advantageous.
- PACS administrator or PACS analyst background is preferred.
Responsibilities
- Proactively respond to client issues and maintain active monitoring of client sites.
- Expedite resolution of requests in accordance with SOPs and SLAs.
- Document all incidents thoroughly and accurately 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 areas.
- Contribute to knowledge base and operational runbooks.
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