Customer Support Analyst, Tier 1

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

📋 Description

• Engage with users to deliver remote technical support and services

• Offer telephone, remote access, consultation, and technical expertise to Agfa customers, Field Engineers, Sales, and Implementation Teams

• Employ support software for logging and tracking calls

• Record solutions and resolution steps in the product knowledge database

• Handle escalations and complaints to Level 2 and Development

• Act as the point of contact with higher-level support teams

• Attend Agfa product training and relevant technology courses

• Maintain an expert-level understanding of targeted products and solutions

• Participate in visits to customer locations

• Ensure high levels of customer satisfaction

• Manage incidents in accordance with Agfa policies and procedures

• Keep up-to-date with product, platform, and third-party product versions

• Fulfill service-level agreement obligations

⛳️ Requirements

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

• Three years of previous experience in a technical customer support role within a high-tech company or a high-volume customer support environment, including at least one year in Healthcare IT

• Technical and practical knowledge of IT-Infrastructure Solutions, encompassing database solutions, operating systems, and server landscapes

• Technical understanding of Agfa products

• Strong technical background and the ability to collaborate with teams in a virtual setting

• General knowledge of networking, UNIX and Windows operating systems, Oracle databases, remote connectivity, security, and image processing

• Experience with HL7 or DICOM is preferred

• Familiarity with VB/ASP, VB.NET, HTML, and XML is advantageous

• Knowledge of SQL and PL/SQL is a plus

• Excellent communication and customer service capabilities

• Exposure to information systems within a hospital setting is beneficial

• Industry certification is preferred

• Prior knowledge of Agfa software or similar PACS, HIS, RIS, or EMR products, hospital workflow, and the ability to learn new applications and technologies

• Exceptional multitasking abilities

• Capacity to thrive in a high-paced environment

• Proven resourcefulness to resolve problems and issues

• Strong oral and written communication skills

• Must be eligible for travel

• Must be eligible to apply for customer-initiated security clearances such as the US National Agency Check (NAC)

• Must be able to participate in an on-call rotation

• Availability to work outside regular hours is necessary

🏝️ Benefits

• Training and career development opportunities

• Competitive salary and benefits package

• Chance to collaborate with a skilled and dedicated team