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Customer Support Specialist Tier 2

Date: Jan 9, 2021

Location: Atlanta, GA, US

Company: Agfa-Gevaert NV

Agfa HealthCare, is a division of the Agfa-Gevaert Group which is headquartered in Mortsel, Belgium and traded on Euronext Brussels (AGFB). 


At Agfa HealthCare, we support healthcare professionals across the globe to transform the delivery of care. Our focus is 100% on providing best-of-suite Imaging IT software solutions that enable secure, effective and sustainable imaging data management. 


From product development to implementation, our unified Enterprise Imaging Platform is purpose-built to reduce complexity, improve productivity and deliver clinical value. We use our proven track record as an innovator, our in-depth medical knowledge and our strategic guidance to help healthcare providers achieve their clinical, operational and business strategies.


The Customer Support Specialist, Tier 2 will consult with users to provide second tier advanced technical support to end users on various technical issues and problems relating to hardware, software and peripherals. They will also be responsible for responding to, documenting and resolving service requests/complaints in a timely manner according to SLA.


The incumbent will leverage excellent communication, problem-solving and time management skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate tier three/R&D teams.


The Customer Support Specialist, Tier 2 will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position supports multiple platforms including workstations, servers, virtual environments and storage solutions.


Main Responsibilities:


  • Provide advanced telephone and remote support, consultation and technical expertise to Agfa customers.
  • Take and maintain ownership of tickets/tasks escalated by first tier support.
  • Provide timely, detailed updates on open requests/complaints to customers and leadership.
  • Manage escalations, complaints to Tier 3 and Development and follow through as point of contact to higher level support teams.
  • Manage third party engagement for remote and on-site intervention where required.
  • Aggressively pursue and document solution, resolution steps and change requests in Agfa ticketing system to ensure problems and solutions are accurately documented for audit and knowledge sharing purposes.
  • Mentor Tier 1 support staff to empower them to resolve issues and develop skills for increased contribution to team/customer success.
  • Provide overflow call intake, complaint/request registration and documentation.
  • Utilize support software for call logging and tracking.
  • Configure and reinstall product


Principal Accountabilities for:

  • 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.



  • Bachelor’s Degree in Computer Science and/or Information Systems or an equivalent combination of education and experience




  • Excellent and profound technical and practical knowledge of IT-Infrastructure Solutions (such as data base solutions, different operating systems, server landscape) and Agfa products
  • Minimum of 5 years of experience in technical customer support role, including 1 year in Healthcare IT, medical imaging a plus
  • Minimum of 5 years of experience with networking, hardware and operating systems, databases (Oracle and/or SQL), remote connectivity, security and image processing; certification is preferred
  • 2 or more years of experience in troubleshooting and supporting HL7 and/or DICOM is preferred
  • Industry certification(s) 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
  • General knowledge of networking and operating systems (UNIX and Windows), databases (Oracle and SQL), remote connectivity, security and digital medical image processing.
  • 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
  • Possible alternate shift work based on business need



We offer a rewarding career in a field that impacts lives, the opportunity to work with a talented and  committed team of individuals, training and career development programs, and a competitive compensation and benefits package. If you want to be part of this experience, we'll take you there!


Learn more about Agfa HealthCare and follow us on Instagram.


Agfa HealthCare Corporation is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.


If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment application process, please contact agfahealthcarehrna@agfa.com


Nearest Major Market: Atlanta

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