About Sirona MedicalAt Sirona 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 images are 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 Yet despite their pivotal role, radiologists are overburdened by outdated, fragmented software which limits their efficiency and ultimately the quality and efficiency of care that health systems can provide patients.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 a San Francisco-based, cloud-native software company with employees around the world. Our deep understanding of both the practice and business of radiology has allowed us to build RadOS—a unified, AI-powered operating system powering the entire radiology workflows.How Sirona Solves the ProblemSirona is uniquely positioned to transform the way radiology is practiced. We're delivering the organizational shift that both individual radiologists and entire practices urgently need:A unified, intuitive, and platform-agnostic solutionA streamlined workspace that makes every part of the radiologist’s workflow faster and easierThe freedom to read from anywhere, for anyoneBy cutting clicks, optimizing diagnostic time, and unlocking efficiencies that extend far 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 3 PM to 11:30 PM EST Monday through Friday but partakes in multiple shifts, including overnight and weekends, on a rotating basis to meet customer and business needsKey Responsibilities:Proactively respond to client issues and maintain active monitoring of client sitesExpedite resolution of requests in accordance with our Standard Operating Procedures and Service Level Agreements, collaborating cross-functionally as neededThoroughly document all incidents within our ticketing system, ensuring accuracy and completenessEscalate unresolved issues to the appropriate internal channels for swift resolutionAdhere to monitoring, alerting, and security procedures to safeguard client data and uphold operational integrityAnalyze and troubleshoot network performance metrics, identifying areas for improvement and optimizationCollaborate with engineering and product development teams to address and resolve software-related issues effectivelyContribute to knowledge base and runbooks on an ongoing basisKey Requirements:Proven experience within Customer Care/Call center environments, particularly within the realm of radiology and PACS administrationExperience working directly with clinician onboarding on clinical applicationsBackground in healthcare and adeptness in troubleshooting with medical professionals, ideally radiologistsPACS administrator or PACS analyst background preferredBasic familiarity with DICOM, Hl-7, MWL standards as well as radiology workflows in generalMinimum of 3 years of experience in level I or higher troubleshooting roles within a call center or support center settingProficiency with Zendesk or G-suite; experience with SaaS platforms preferredPrevious exposure to startup environments is advantageous, showcasing adaptability and a proactive mindsetBenefits:Stock OptionsFlexible Paid Time OffMedical, dental, vision insuranceLife insurancePaid Maternity and Paternity Leave401K matchingApple equipmentSponsorship for conferences, continuing education, etc...The annual US base salary range for this full-time position is $30.00 - $36.00/hour + equity + benefits. Pay scale is flexible depending on experience. Within the range, individual pay is determined by work location and additional factors, including job-related skills, competencies, experience, relevant education and training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
25 days ago