Customer Support Analyst Tier 1

Agfa HealthCare Corporation; United States; On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

Training programs

Career development programs

Job summary

Agfa HealthCare is seeking a Customer Support Analyst, Tier 1, to provide remote technical support to global users. The role involves handling escalations, documenting resolutions, and contributing to knowledge bases.

A solid IT/Healthcare IT background and strong communication skills are essential. The position requires travel eligibility and willingness to work with cross-functional teams including Field Engineers, Sales, and Implementation Teams.

Qualifications

• Bachelor's Degree in Computer Science and/or Information Systems or an equivalent combination of education and experience.
• Three years' experience in technical customer support in a high-tech company or healthcare IT preferred.
• Technical knowledge of IT infrastructure, databases, operating systems, and Agfa products.
• Knowledge of UNIX and Windows operating systems, and networking fundamentals.
• Experience with HL7 or DICOM is preferred.
• Knowledge of SQL/PLSQL is a plus.
• Excellent communication and customer service skills.
• Willingness to travel and obtain necessary security clearances.

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 steps in the product knowledge database for broad communication.
• Manage escalations to Level 2 and Development, and coordinate with higher level support teams.
• Attend product training and related courses to maintain expert knowledge.
• Participate in customer site visits.

Skills

Customer support

Healthcare IT

Networking

Unix/Windows

SQL/PLSQL

VB/ASP/HTML/XML

Travel eligibility

Education

Bachelor's degree in Computer Science/Information Systems

Tools

HL7

DICOM

Oracle

VB.NET

HTML/XML

Job description

Agfa HealthCare, is a division of the Agfa-Gevaert Group which is headquartered in Mortsel, Belgium and traded on Euronext Brussels (AGFB).

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.

What You'll Do (Duties & 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.

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).

What You'll Bring (Education & Experience):

• 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 (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 isrequired.

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. If you want to be part of this experience, we'll take you there!

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment application process, please contact [e-mail].

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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