Customer Support Analyst, Tier 1

Role Overview

• 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).

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 database 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.
• Experience with and understanding of HL7 or DICOM is preferred.
• 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.
• Industry certification is preferred.
• 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.

Tech Stack

• Linux
• Oracle
• SQL
• Unix
• .NET

Benefits

• Dynamic global organization with a history of innovation and strong product portfolio.
• Challenging environment combined with a supportive management structure.
• Career development and growth.
• Competitive salary and benefit package.
• Friendly work environment surrounded by dedicated and professional colleagues.