Customer Support Analyst, Tier I

AGFA HealthCare Corporation; Georgia; Remote; USD 60,000 - 90,000; Full time

Job summary

AGFA HealthCare Corporation is seeking a Customer Support Analyst, Tier 1 to provide remote technical support to customers, field engineers, and internal teams. You will log calls, document resolutions, and handle escalations to Level 2 and Development while maintaining expert knowledge of AGFA products.

The role requires a bachelor’s degree in CS/IS and 3+ years in a technical support environment, with familiarity in networking, HL7/DICOM, and Oracle databases. Travel is required as needed.

Qualifications

• Bachelor’s degree or equivalent in Computer Science/Information Systems.
• Three years in a technical customer support role in a high-tech or Healthcare IT environment.
• Knowledge of IT infrastructure and Agfa products.

Responsibilities

• Provide telephone and remote technical support to Agfa customers and teams.
• Use support software for call logging and tracking.
• Document resolutions in knowledge base for sharing across service orgs.
• Manage escalations to Level 2 and Development; act as contact for higher level support.
• Participate in product training and stay up to date on product versions.
• Visit customer sites as needed.

Skills

Communication skills

Technical experience

Networking

Operating systems knowledge

HL7/DICOM

VB/ASP

VB.NET

HTML

XML

SQL/PLSQL

Healthcare IT experience

Oracle databases

Education

Bachelor’s Degree in Computer Science and/or Information Systems

Tools

Oracle databases

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.

Location:

• Remote: US

What You'll Do:

• 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).
• 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.

Who You Are:

• 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.
• 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.

Our Values:

• Own It(I do what I say, full accountability for results, finding solutions and Practice ethical and safe behaviors)
• Play as One(Collaborate for a common goal, diverse perspectives. Listen and communicate with respect, support decision for teams’ benefits)
• Move Forward(Embrace change, explore opportunities to innovate, feedback and improve performance, Proactive steps to resolve issues and continuous progress).
• Drive Value(Bold choices to maximize value creation, customer deliver exceptional value, add value to all stakeholders, use data to generate crucial insights and outcomes).

What we offer now and in the future:

• Dynamic global organization with a history of innovation and strong product portfolio.
• Challenging environment combined with a supportive management structure.
• Competitive salary and benefit package.
• Friendly work environment surrounded by dedicated and professional colleagues.

Diversity and Inclusion:

AtAgfa, our mission at Agfa is to ensure that everyone belongs. We believe that diversity and inclusion of others promotes a greater feeling of belonging and higher levels of engagement. We know that if we work together, we can do amazing things, and that our differences are what make our company, products, and services great.