Healthcare Imaging Support Analyst Tier 1 (Remote)

Agfa HealthCare Corporation

United States

On-site

USD 60,000 - 80,000

Full time

14 days+

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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.