Job Details
At Sirona Medical we're building tools for physicians to work as fast as they can think. Many billions of patient images are acquired each year in the U.S., and nearly all of them are reviewed and diagnosed by a radiologist. In fact, 80% of healthcare data flows through radiology IT systems, and radiologists are among healthcare's most tech-savvy and influential physicians. But they desperately need better, user-friendly software that cuts clicks and optimizes diagnostic time. Sirona is building a modern cloud-native and AI-powered operating system ("RadOS") that unifies radiology IT onto a single, streamlined workspace. We're a San Francisco, CA-based software company (with employees working from all over the world) founded on a deep understanding of both the practice and business of radiology.
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About Us: At Sirona Medical, we are dedicated to providing exceptional support and service to our users, ensuring a seamless and rewarding experience. We believe in fostering a culture of collaboration, inclusivity, and efficiency, striving to exceed expectations in every interaction.
Role Overview: As a Sirona Customer Application 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.
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
- Onboarding and training of new radiologists and their IT staff, both virtually and on-site
- 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 in leading 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
- Periodic travel to customer site when necessary
- Occasional part-time weekend coverage
Benefits:
- Stock Options
- Unlimited PTO
- Medical, dental, vision insurance
- Life insurance
- 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 $80,000 - $90,000 + 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.