Application Support Specialist – Second Shift

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

📋 Description

• Actively address client concerns and ensure continuous monitoring of client sites.

• Accelerate the resolution of requests in accordance with Standard Operating Procedures and Service Level Agreements, working collaboratively across teams as required.

• Accurately and thoroughly document all incidents in the ticketing system.

• Elevate unresolved issues through the appropriate internal channels.

• Adhere to monitoring, alerting, and security protocols to safeguard client data and maintain operational integrity.

• Evaluate and troubleshoot network performance metrics to identify areas for optimization.

• Work alongside engineering and product development teams to address software-related challenges.

• Contribute to the knowledge base and operational runbooks.

⛳️ Requirements

• Demonstrated experience in Customer Care/Call center environments, specifically in radiology and PACS administration.

• Experience with clinician onboarding for clinical applications.

• Healthcare background with proficiency in troubleshooting alongside medical professionals, especially 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.

• Familiarity with Zendesk or G-suite; experience with SaaS platforms is a plus.

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

• This is an hourly position allowing for remote work within the United States.

• Availability to work the preferred shift from 3 PM to 11:30 PM EST, Monday through Friday, along with rotating overnight and weekend shifts.

🏝️ 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.