Application Support Specialist – Overnight

This is a fully remote position, open to applicants in United States.

📋 Description

• Timely address and resolve customer inquiries

• Anticipate client issues and actively monitor client sites

• Accelerate request resolution in accordance with Standard Operating Procedures and Service Level Agreements

• Accurately document incidents in the ticketing system

• Escalate unresolved matters through the appropriate internal channels

• Adhere to monitoring, alerting, and security protocols to protect client data

• Evaluate and troubleshoot network performance metrics

• Work in collaboration with engineering and product development teams on software-related challenges

• Contribute to the knowledge base and operational runbooks

• Enhance workflow processes to boost team scalability and overall effectiveness

⛳️ Requirements

• Demonstrated experience in Customer Care/Call center settings, especially in radiology and PACS administration

• Experience in clinician onboarding for clinical applications

• Background in healthcare with proficiency in troubleshooting alongside medical professionals, particularly radiologists

• Preferred background as a PACS administrator or PACS analyst

• Basic knowledge of DICOM, HL-7, MWL standards, and general radiology workflows

• At least 3 years of experience in level I or higher troubleshooting roles within a call center or support center environment

• Competency with Zendesk or G-suite; familiarity with SaaS platforms is a plus

• Previous experience in startup environments is beneficial, demonstrating adaptability and a proactive approach

• This position is hourly and allows for remote work within the United States

• Must be available for the preferred shift from 11 PM to 7:30 AM EST, Monday through Friday, including rotating overnight and weekend shifts as needed

🏝️ Benefits

• Stock Options

• Flexible Paid Time Off

• Medical, dental, and vision insurance

• Life insurance

• Paid Maternity and Paternity Leave

• 401K matching

• Apple equipment

• Sponsorship for conferences, continuing education, etc...