Customer Support Analyst, Tier I

Location: Remote, US

About the role

The Customer Support Analyst, Tier 1 will consult with users to provide remote technical support and services. You will use a wide variety of systems analysis techniques and procedures as well as creativity and latitude to resolve customer issues and requests.

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 the product knowledge database to ensure problems and solutions are communicated to all necessary service organizations.
• Manage escalations and complaints to Level 2 and Development, following through as the point of contact to higher-level support teams.
• Attend Agfa product training and underlying technologies courses to maintain expert working knowledge of targeted products and solutions.
• Participate in visits to customer sites.
• Ensure a high customer satisfaction rate through timely handling of incidents according to Agfa’s policies and processes.
• Maintain knowledge of the latest versions of Agfa’s products and solutions, underlying platforms, and relevant third-party products.
• Meet and respect SLA requirements defined in the Service Level Agreements (SLA).

Requirements

• Bachelor’s Degree in Computer Science and/or Information Systems or an equivalent combination of education and experience.
• Technical and practical knowledge of IT-Infrastructure Solutions (such as database solutions, different operating systems, server landscape) and Agfa products.
• Three years of 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.
• Medical imaging experience is a plus.
• Strong technical experience and the ability to work with teams in a virtual environment.
• 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.
• Excellent communication and customer service skills.
• Exposure to information systems in a hospital environment is an asset.
• Industry certification is preferred.
• Previous knowledge of Agfa software or similar industry PACS, HIS, RIS, or EMR products, hospital workflow, and a demonstrated capability to learn cutting-edge new applications and technologies.
• Superior multitasking skills and the ability to work in a fast-paced environment.
• Demonstrated resourcefulness to see problems and issues through to resolution.
• Strong communications skills (verbal/written) to interact effectively and professionally with both internal and external customers.
• Must be eligible to travel.

Our Values

• Own It: I do what I say, full accountability for results, finding solutions, and practicing ethical and safe behaviors.
• Play as One: Collaborate for a common goal, embrace diverse perspectives, listen and communicate with respect, and support decisions for the team’s benefit.
• Move Forward: Embrace change, explore opportunities to innovate, provide feedback to improve performance, and take proactive steps to resolve issues for continuous progress.
• Drive Value: Make bold choices to maximize value creation, deliver exceptional customer value, add value to all stakeholders, and use data to generate crucial insights and outcomes.

Benefits

• Dynamic global organization with a history of innovation and a strong product portfolio.
• Challenging environment combined with a supportive management structure.
• Career development and growth opportunities.
• Competitive salary and benefit package.
• Friendly work environment surrounded by dedicated and professional colleagues.

Diversity and Inclusion

At Agfa, our mission is to ensure that everyone belongs. We believe that diversity and inclusion promote a greater feeling of belonging and higher levels of engagement. We know that if we work together, we can do amazing things, and that our differences are what make our company, products, and services great.