Remote Tier I IT Support Analyst — Customer Care

AGFA HealthCare; Georgia; On-site; USD 60,000 - 88,000; Full time

Benefits offered by this job

Competitive salary

Global team environment

Job summary

AGFA HealthCare is seeking a Customer Support Analyst, Tier 1 to provide remote technical support to customers, Field Engineers, Sales and Implementation teams. You will use diverse analysis techniques and documentation to resolve issues and maintain expert knowledge of Agfa products.

You will handle escalations, participate in product training, and travel to customer sites as needed, ensuring timely incident management and satisfaction.

Qualifications

• Bachelor’s degree in Computer Science or equivalent combination of education and experience.
• Technical knowledge of IT infrastructure solutions and Agfa products.
• Three years in technical customer support in a high-tech or healthcare IT environment.
• Strong networking, OS, DB (Oracle) and remote connectivity knowledge.

Responsibilities

• Provide telephone and remote support to Agfa customers and teams.
• Log calls and track issues using support software.
• Document solutions in product knowledge base for all teams.
• Manage escalations and coordinate with Level 2/Development teams.
• Attend product training and stay up-to-date on products and solutions.
• Visit customer sites and ensure high customer satisfaction.
• Adhere to SLA requirements and company policies.

Skills

IT infrastructure

Networking

Databases (Oracle)

Linux/UNIX/Windows

HL7/DICOM knowledge

VB/ASP

VB.NET

HTML/XML

SQL/PLSQL

Communication skills

Education

Bachelor’s Degree in Computer Science

Tools

VB/ASP

VB.NET

HTML

XML

SQL

PL/SQL

Job description

AGFA HealthCare is seeking a Customer Support Analyst, Tier 1 to provide remote technical support to customers, Field Engineers, Sales and Implementation teams. You will use diverse analysis techniques and documentation to resolve issues and maintain expert knowledge of Agfa products.

You will handle escalations, participate in product training, and travel to customer sites as needed, ensuring timely incident management and satisfaction.