Application Support Specialist - Second Shift M-F

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 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

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 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

Background in medicine and adeptness in troubleshooting with medical professionals, ideally radiologists

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...

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.