Offer summary

Qualifications:

Minimum of 3 years experience in customer support or call center roles., Proven background in radiology and PACS administration., Experience working directly with clinicians on clinical applications., Proficiency with Zendesk, G-suite, and SaaS platforms..

Key responsibilities:

Respond promptly to client issues and monitor client sites.

Resolve customer requests according to SOPs and SLAs, collaborating across teams.

Document incidents thoroughly in the ticketing system.

Collaborate with engineering and product teams to resolve software issues.

Job description

About Sirona Medical

At 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 Yet despite their pivotal role, radiologists are overburdened by outdated, fragmented software which limits their efficiency and ultimately the quality and efficiency of care that health systems can provide patients.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 Problem

Sirona 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 solution
A streamlined workspace that makes every part of the radiologist’s workflow faster and easier
The freedom to read from anywhere, for anyone

By 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.

For more information, please visit https://sironamedical.com/join/.

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.
Shifts are 9-5pm PT Monday - Friday and may occasionally include weekends (both Saturday and Sunday)

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

Key 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
Paid Maternity and Paternity Leave
401K matching
Apple equipment
Sponsorship for conferences, continuing education, etc...

Join Our Team! Embark on a fulfilling journey with Sirona Medical, where your expertise and dedication will contribute to shaping exceptional user experiences and driving meaningful impact in the healthcare industry. Apply now to be part of our dynamic team!

The annual US base salary range for this full-time position is $30.00 - $40.00/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.

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