Remote Tier I Imaging IT Support Analyst

Agfa HealthCare Corporation; New York (NY); On-site; USD 55,000 - 85,000; Full time

Job summary

Agfa HealthCare seeks a Customer Support Analyst, Tier 1, to provide remote technical support for US customers. You will log incidents, guide users and coordinate with Level 2 and Development teams, ensuring timely resolutions.

The role requires a BS in CS or Information Systems, 3 years in tech support, knowledge of Linux/UNIX/Windows, Oracle, HL7/DICOM preferred, and travel eligibility. Strong communication and teamwork in a fast-paced healthcare IT environment are essential.

Qualifications

• Bachelor's Degree in Computer Science and/or Information Systems or an equivalent combination of education and experience.
• 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.
• 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.

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.
• Participate in visits to customer sites.
• Ensuring a high customer satisfaction rate.
• Timely handling of incidents according to Agfa's policies and processes.

Skills

Customer service skills

Communication skills

Teamwork in virtual environment

Travel eligibility

Education

Bachelor's Degree in Computer Science or Information Systems

Tools

Linux/UNIX

Windows

Oracle

HL7/DICOM

HTML/XML

SQL/PL/SQL

Job description

Agfa HealthCare seeks a Customer Support Analyst, Tier 1, to provide remote technical support for US customers. You will log incidents, guide users and coordinate with Level 2 and Development teams, ensuring timely resolutions.

The role requires a BS in CS or Information Systems, 3 years in tech support, knowledge of Linux/UNIX/Windows, Oracle, HL7/DICOM preferred, and travel eligibility. Strong communication and teamwork in a fast-paced healthcare IT environment are essential.