Customer Support Analyst, Tier I

Summary

AGFA HealthCare is seeking a Customer Support Analyst, Tier I to provide remote technical support and services to customers and internal teams. The role focuses on troubleshooting, incident management, escalation handling, documentation, product expertise, and maintaining customer satisfaction while meeting service-level requirements.

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)
• This description is not intended to be an exhaustive list of responsibilities for this position. As such, additional activities not listed here may be involved, and other duties as assigned by management may be required of the incumbent

Skills

• 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 role in a high-tech company or in a high-volume customer support environment, including one year in Healthcare IT
• Strong technical experience and able 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
• 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 would be an asset
• 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
• Ability to work in a fast-paced environment
• Demonstrated resourcefulness to see problems and issues through resolution
• Strong communications skills (verbal/written) to interact effectively and professionally with both internal and external customers
• Must be eligible to travel
• Medical imaging experience a plus
• Experience with and understanding of HL7 or DICOM is preferred
• Industry certification is preferred

Qualifications

Must Haves

• 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 role in a high-tech company or in a high-volume customer support environment, including one year in Healthcare IT
• Strong technical experience and able 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
• 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 would be an asset
• 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
• Ability to work in a fast-paced environment
• Demonstrated resourcefulness to see problems and issues through resolution
• Strong communications skills (verbal/written) to interact effectively and professionally with both internal and external customers
• Must be eligible to travel

Nice to Haves

• Medical imaging experience a plus
• Experience with and understanding of HL7 or DICOM is preferred
• Industry certification is preferred

Benefits

• Career development and growth.
• Supportive management structure.
• Friendly work environment surrounded by dedicated and professional colleagues.
• Competitive benefit package.