Remote Customer Support Analyst I – Healthcare IT

Agfa-Gevaert; United States; Remote; USD 52,000 - 80,000; Full time

Job summary

Agfa HealthCare, a division of the Agfa-Gevaert Group, seeks a Customer Support Analyst, Tier 1 to provide remote technical support and consulting to Agfa customers and internal teams. You will log calls, document solutions, manage escalations, and stay current with product knowledge and training.

Ideal candidates have a Bachelor’s in CS or IS, with 3 years in tech customer support, familiarity with IT infrastructure, and awareness of HL7/DICOM. Travel eligibility is required.

Qualifications

• Bachelor’s Degree in Computer Science and/or Information Systems or equivalent combination.
• Strong IT-infrastructure knowledge and Agfa products.
• 3 years in technical customer support in a high-tech or healthcare IT environment.
• Familiarity with Linux/UNIX/Windows, Oracle databases, and remote connectivity.
• Experience with HL7 or DICOM preferred.
• VB/ASP, VB.NET, HTML, XML knowledge is a plus.
• SQL/PLSQL knowledge is a plus.

Responsibilities

• Provide telephone and remote access support to Agfa customers and internal teams.
• Log and track calls using support software; document solutions in knowledge base.
• Manage escalations to Level 2 and Development; be a point of contact for higher support teams.
• Attend product training and stay updated on product versions and related technologies.
• Participate in customer site visits and ensure high customer satisfaction.
• Handle incidents promptly according to Agfa policies and SLA requirements.

Skills

Telephone support

Remote support

Networking basics

HL7 or DICOM knowledge

VB/ASP/HTML/XML basics

SQL/PLSQL basics

Customer service

Communication skills

Education

Bachelor’s Degree in Computer Science or Information Systems

Tools

Support software

Product knowledge database

Job description

Agfa HealthCare, a division of the Agfa-Gevaert Group, seeks a Customer Support Analyst, Tier 1 to provide remote technical support and consulting to Agfa customers and internal teams. You will log calls, document solutions, manage escalations, and stay current with product knowledge and training.

Ideal candidates have a Bachelor’s in CS or IS, with 3 years in tech customer support, familiarity with IT infrastructure, and awareness of HL7/DICOM. Travel eligibility is required.