Job Overview

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
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

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
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: