Customer Support Analyst, Tier 1

Job description:

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.

What You'll Do (Duties & Accountabilities):

• 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.

Principal Accountabilities for:

• 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)

Other:

• This description is not intended to be an exhaustive list of responsibilities for this position.  As such, additional activities not listed here may be involved, and other duties as assigned by management may be required of the incumbent.

What You'll Bring (Qualifications):

• 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.

Specific Skills:

• 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.

We offer:

At Agfa HealthCare, we are passionate about creating an inclusive workplace that promotes diversity of Age, Gender, Gender Identity or expression, Race, Sexual Orientation, Physical Ability, Ethnicity, or any other aspect that makes someone unique. The differences among us are our strengths. We are committed to promoting a diverse, equal and inclusive workplace that fully represents the different cultures, viewpoints and backgrounds of our global organization and the world we live in.

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