Customer Support Analyst, Tier 1

🔥 15 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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AGFA HealthCare

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

⚕️ Healthcare Insurance

Healthcare • Healthcare Insurance

AGFA HealthCare is a division of the Agfa-Gevaert Group, headquartered in Mortsel, Belgium. The company specializes in Enterprise Imaging, Imaging IT, and Medical Imaging IT, aiming to enhance workflow and efficiency in healthcare technology. AGFA HealthCare focuses on innovations that help professionals maintain concentration and effectiveness in their work environments, ultimately aiming to improve patient care in hospital and healthcare settings.

📋 Description

• Consult with users to provide remote technical support and services • Provide telephone, 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 the product knowledge database • Manage escalations and complaints to Level 2 and Development • Follow through as point of contact with higher-level support teams • Attend Agfa product-training and underlying technology courses • Maintain expert working knowledge of targeted products and solutions • Participate in visits to customer sites • Ensure high customer satisfaction • Handle incidents according to Agfa policies and processes • Stay current on product, platform, and third-party product versions • Meet service-level agreement requirements

🎯 Requirements

• Bachelor’s Degree in Computer Science and/or Information Systems or an equivalent combination of education and experience • Three years previous work experience in a technical customer support role in a high-tech company or high-volume customer support environment, including one year in Healthcare IT • Technical and practical knowledge of IT-Infrastructure Solutions, including database solutions, operating systems, and server landscapes • Technical knowledge of Agfa products • Strong technical experience and ability to work with teams in a virtual environment • General knowledge of networking, UNIX and Windows operating systems, Oracle databases, remote connectivity, security, and image processing • Experience with and understanding of HL7 or DICOM preferred • Knowledge of VB/ASP, VB.NET, HTML, and XML is a plus • Knowledge of SQL and PL/SQL is a plus • Excellent communication and customer service skills • Exposure to information systems in a hospital environment is an asset • Industry certification preferred • Previous knowledge of Agfa software or similar PACS, HIS, RIS, or EMR products, hospital workflow, and ability to learn 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 oral and written communication skills • 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

🏖️ Benefits

• Training and career development programs • Competitive compensation and benefits package • Opportunity to work with a talented and committed team