Customer Support Analyst, Tier 1

AGFA

1d • Remote

About The Position

At Agfa HealthCare, we support healthcare professionals across the globe to transform the delivery of care. Our focus is 100% on providing best-of-suite Imaging IT software solutions that enable secure, effective and sustainable imaging data management.

From product development to implementation, our unified Enterprise Imaging Platform is purpose-built to reduce complexity, improve productivity and deliver clinical value. We use our proven track record as an innovator, our in-depth medical knowledge and our strategic guidance to help healthcare providers achieve their clinical, operational and business strategies.
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. Medical imaging experience a plus.
• 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.
• 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
• Excellent communication and customer service skills
• 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.
• Superior multitasking skills.
• Ability to work in a fast-paced environment
• Demonstrated resourcefulness to see problems and issues through resolution.
• Strong communications skills (oral/written) to interact effectively and professionally with both internal and external customers.
• Must be eligible to travel.
• Must be eligible to apply for customer-initiated security clearances such as the US National Agency Check (NAC)
• Must be able to participate in on-call rotation
• Ability to work outside normal hours is required.

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.
• Document solution and resolution steps in product knowledge database to ensure problems and solutions are communicated to all necessary service organizations.
• 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)

Benefits

• We offer a rewarding career in a field that impacts lives, the opportunity to work with a talented and committed team of individuals, training and career development programs, and a competitive compensation and benefits package.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Number of Employees: 1,001-5,000 employees