Remote Imaging IT Support Analyst Tier I

Agfa HealthCare Corporation

Newark (NJ)

On-site

USD 65,000 - 80,000

Full time

14 days+

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Job summary

Agfa HealthCare, a division of Agfa-Gevaert Group, seeks a Customer Support Analyst, Tier 1 to provide remote technical support to US customers, coordinate with field engineers and sales, and help resolve incidents within defined SLAs.

The role requires a Bachelor's in CS or IS, 3 years in tech support (Healthcare IT preferred), strong knowledge of Linux/UNIX/Windows, Oracle databases, and exposure to HL7 or DICOM; travel eligibility is a plus; excellent communication is essential.

Qualifications

Bachelor's Degree in Computer Science and/or Information Systems or an equivalent combination of education and experience.
Three years of work experience in a technical customer support role in a high-tech company or healthcare IT preferred.
Strong technical experience with Linux/UNIX/Windows and Oracle databases.
Experience with HL7 or DICOM is preferred.
Excellent communication and customer service skills.

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 solutions and resolution steps in product knowledge database.
Manage escalations to Level 2 and Development, and act as point of contact to higher level support teams.
Attend product training and maintain expert knowledge of targeted products and solutions.
Participate in visits to customer sites.
Ensure a high customer satisfaction rate and timely incident handling.