Customer Support Analyst, Tier 1

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver telephone and remote consultation, along with technical expertise, to Agfa customers, Field Engineers, Sales, and Implementation Teams.

• Employ support software for logging and tracking calls.

• Record solutions and resolution procedures in the product knowledge database to ensure that problems and solutions are effectively communicated to all relevant service organizations.

• Handle escalations and complaints to Level 2 and Development, serving as the main point of contact for higher-level support teams.

• Participate in Agfa product training, courses on underlying technologies, and maintain comprehensive knowledge of targeted products and solutions.

• Engage in visits to customer sites.

• Ensure a high level of customer satisfaction.

• Manage incidents promptly in accordance with Agfa’s policies and procedures.

• Stay informed and knowledgeable about the latest versions of our own products and solutions, underlying platforms, and pertinent third-party products.

• Adhere to and respect the SLA requirements defined in the Service Level Agreements (SLA).

⛳️ Requirements

• Bachelor’s Degree in Computer Science and/or Information Systems or a comparable mix of education and experience.

• Technical and practical understanding of IT-Infrastructure Solutions (including database solutions, various operating systems, and server landscapes) and Agfa products.

• At least three years of prior experience in a technical customer support role within a high-tech company or a high-volume customer support environment, with a minimum of one year in Healthcare IT.

• Strong technical expertise and capability to collaborate with teams in a virtual setting.

• General comprehension of networking and operating systems (Linux, UNIX, and Windows), databases (Oracle), remote connectivity, security, and image processing.

• Familiarity with HL7 or DICOM is preferred.

• Knowledge of Programming Languages such as VB/ASP, VB.NET, HTML, XML is a plus.

• Understanding of Data Manipulation Languages like SQL and PL/SQL is advantageous.

• Exceptional communication and customer service abilities.

• Experience with information systems in a hospital setting would be beneficial.

• Industry certification is preferred.

• Prior knowledge of Agfa software or related industry PACS, HIS, RIS, or EMR products, along with demonstrated capability to learn cutting-edge applications and technologies.

• Excellent multitasking abilities.

• Capability to thrive in a fast-paced environment.

• Proven resourcefulness in resolving problems and issues.

• Strong communication skills (both verbal and written) for effective and professional interaction with internal and external customers.

• Must be willing to travel.

🏝️ Benefits

• Dynamic global organization with a legacy of innovation and a robust product portfolio.

• Challenging work environment complemented by a supportive management structure.

• Opportunities for career development and advancement.

• Competitive salary and benefits package.

• Welcoming workplace environment surrounded by dedicated and professional colleagues.