Customer Care Help Desk Supervisor
, CA, United States
**Customer Care Help Desk Supervisor**
Remote / Operations/Sales/Biz Dev / Full-time Sirona Medical, a San Francisco, CA-based software company founded on a deep understanding of both the practice and business of radiology, is addressing the needs of todays radiology practices with a novel cloud-native platform that unifies radiology IT applications worklist, viewer, and reporter onto a single, streamlined workspace with the goal of enabling radiologists to work as fast as they can think. Sironas radiology operating system (RadOS) puts radiologists in the drivers seat with AI-powered solutions that simplify their workflow and amplify their work product. For more information, please visit .
As Sironas Help Desk Supervisor you are responsible for delivering a unique experience to our users. Your focus will be on cultivating help desk support in line with the vision of the Customer Success team. You will resolve all customer-facing issues through a collaborative process that you will create and own. Youll have the opportunity to develop efficient workflow paths for engaging with your team. As Help Desk Supervisor, you will be responsible for building a team to support our users during business hours. You will define and exemplify what the design culture at Sirona stands for and represents. You will develop and implement processes and frameworks that can scale along with our teams to help ensure teams can work collaboratively, inclusively, and with maximized efficiency and joy. **Responsibilities**
+ Respond to calls, tickets, and emails to troubleshoot reported issues in a help desk environment
+ Escalate unresolved issues to the appropriate internal channel work with engineering and product development as needed to identify and resolve software issues
+ Provide Tier III/IV support for users; may require after-hours, on-call, and phone or on-site support (rarely)
+ Recommend and implement monitoring and alerting policies and procedures and ensure adherence to security procedures
+ Troubleshoot, analyze, and maintain networks performance metrics.
+ Manage a team of support analysts
+ Assist in the recruitment, hiring, and onboarding of new analysts
+ Must be self-motivated and work well in a team environment
+ Excellent customer service skills
+ Excellent communications skills, including the ability to translate complex technical terms and concepts into laymans terms
+ Drive fast resolution of requests by our Standard Operating Procedures and Service Level Agreements, collaborating with other departments as necessary
**Qualifications**
+ 3 years experience doing level III or higher troubleshooting experience at a Call Center or Support Center
+ Some radiology experience
+ Experience working in medicine and troubleshooting with doctors
+ Experience with Zendesk or G-suite
+ Experience leading a Customer Care/Call center environment, specifically with radiologists and PACS administrators
+ Experience working with external stakeholders is strong plus
+ SaaS experience preferred
+ Previous/recent start-up experience a plus
**Benefits**
+ Stock
+ Unlimited PTO
+ Medical, dental, vision insurance
+ Life insurance
+ Maternity and Paternity Leave
+ 401K matching
+ Apple equipment
+ Sponsorship for conferences, continuing education, etc.
#J-18808-Ljbffr