Customer Support Analyst, Tier I

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

📋 Description

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

• Employ support software for effective call logging and tracking.

• Record solutions and resolution procedures in the product knowledge database.

• Oversee escalations and grievances to Level 2 and Development, acting as the primary point of contact.

• Participate in Agfa product training and courses on underlying technologies.

• Maintain an expert level of knowledge concerning targeted products and solutions.

• Engage in visits to customer locations.

• Ensure a high rate of customer satisfaction.

• Address incidents promptly in accordance with Agfa policies and procedures.

• Keep up-to-date with product and solution versions, related platforms, and pertinent third-party products.

• Adhere to the SLA requirements outlined in Service Level Agreements.

⛳️ Requirements

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

• A minimum of three years of prior experience in a technical customer support position within a high-tech company or a high-volume customer support setting, including at least one year in Healthcare IT.

• Technical and hands-on knowledge of IT infrastructure solutions, encompassing database solutions, operating systems, and server landscapes.

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

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

• Familiarity with HL7 or DICOM is preferred.

• Knowledge of VB/ASP, VB.NET, HTML, and XML is advantageous.

• Understanding of SQL and PL/SQL is a plus.

• Exceptional communication and customer service abilities.

• Experience with information systems in a hospital setting is beneficial.

• Industry certifications are preferred.

• Previous familiarity with Agfa software or similar PACS, HIS, RIS, or EMR products, along with hospital workflows and the capacity to learn new applications and technologies.

• Excellent multitasking abilities.

• Capability to thrive in a fast-paced environment.

• Resourcefulness in resolving problems and issues.

• Strong verbal and written communication skills.

• Must be willing and able to travel.

🏝️ Benefits

• Opportunities for career development and advancement.

• Competitive salary and benefits package.

• Collaborative work environment with dedicated and professional colleagues.

• Access to training and career development programs.

• Supportive management framework.

• Opportunity to collaborate with a skilled and committed team.