Customer Support Analyst, Tier I

About the role

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

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.
• Being knowledgeable and up to date on latest versions of our own products & solutions, underlying platforms and relevant 3rd party products.
• Meeting/respecting SLA-requirements defined in the Service Level Agreements (SLA).
• Additional activities not listed here may be involved, and other duties as assigned by management may be required of the incumbent.

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 data base solutions, different operating systems, server landscape) and Agfa products.
• Three years previous work experience in a technical customer support