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AGFA HealthCare · 3 hours ago

Customer Support Analyst, Tier 1

Texas, United States

Full-time

Hybrid

Mid Level

3+ years exp

AGFA HealthCare is focused on creating an inclusive workplace, and they are seeking a Customer Support Analyst, Tier 1 to provide remote technical support and services. The role involves consulting with users, managing escalations, and ensuring high customer satisfaction while maintaining expert knowledge of Agfa products.

Health Care

No H1B

U.S. Citizen Only

Hiring Manager

Sania Sharma

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

Document solution and resolution steps in product knowledge database to ensure problems and solutions are communicated to all necessary service organizations

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)

Qualification

Technical SupportIT-Infrastructure SolutionsNetworkingOperating SystemsDatabase SolutionsHL7DICOMVB/ASPVB.NETHTMLXMLSQLPL/SQLCustomer ServiceMultitaskingResourcefulnessCommunication Skills

Required

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. Medical imaging experience a plus

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

Excellent communication and customer service skills

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 (oral/written) to interact effectively and professionally with both internal and external customers

Must be eligible to 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 on-call rotation

Ability to work outside normal hours is required