Customer Support Analyst, Tier 1

AGFA•Toronto, ON

16h•Remote

About The Position

The Customer Support Analyst, Tier 1 will consult with users to provide remote technical support and services. The Customer Support Analyst, Tier 1 will use a wide variety of systems analysis techniques and procedures as well as creativity and latitude to resolve customer issues and requests.

Requirements

Bachelor’s Degree in Computer Science and/or Information Systems or an equivalent combination of education and experience.
Technical and practical knowledge of IT-Infrastructure Solutions (such as data base solutions, different operating systems, server landscape) and Agfa products.
Three years previous work experience in a technical customer support role in a high-tech company or in a high-volume customer support environment, including one year in Healthcare IT.
Strong technical experience and able to work with teams in a virtual environment.
General knowledge of networking and operating systems (Linux, UNIX, and Windows), databases (Oracle), remote connectivity, security and image processing.
Excellent communication and customer service skills.
Superior multitasking skills.
Ability to work in a fast-paced environment.
Demonstrated resourcefulness to see problems and issues through resolution.
Strong communications skills (verbal/written) to interact effectively and professionally with both internal and external customers.
Must be eligible to travel.

Nice To Haves

Medical imaging experience a plus.
Experience with and understanding of HL7 or DICOM is preferred.
Knowledge of Programming Languages VB/ASP, VB.NET, HTML, XML – is a plus.
Knowledge of Data Manipulation Languages – SQL, PL/SQL – is a plus.
Exposure to information systems in a hospital environment would be an asset.
Industry certification is preferred.
Previous knowledge of Agfa software or similar industry PACS, HIS, RIS or EMR products, hospital workflow and a demonstrated capability to learn cutting edge new applications and technologies.

Responsibilities

Provide telephone and remote access, consultation and technical expertise to Agfa customers, Field Engineers, Sales and Implementation Teams.
Utilize support software for call logging and tracking.
Document solution and resolution steps in product knowledge database to ensure problems and solutions are communicated to all necessary service organizations.
Manage escalations, complaints to Level 2 and Development, and follow through as point of contact to higher level support teams.
Attend Agfa product-training, underlying technologies courses and maintain an expert working knowledge of targeted products and solutions.
Participate in visits to customer sites.
Ensuring a high customer satisfaction rate.
Timely handling of incidents according to Agfa’s policies and processes.
Being knowledgeable and up to date on latest versions of our own products & solutions, underlying platforms and relevant 3rd party products.
Meeting/respecting SLA-requirements defined in the Service Level Agreements (SLA).