Customer Support Analyst, Tier 1

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 Analyst, Tier 1 will consult with users to provide remote technical support and services.  The Customer Support Analyst, Tier 1 will use a wide variety of systems analysis techniques and procedures as well as creativity and latitude to resolve customer issues and requests.

Location:

• Remote: Canada / US

What You'll Do:

• 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.

Who You Are:

• 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.
• 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.

Our Values:

• Own It (I do what I say, full accountability for results, finding solutions and Practice ethical and safe behaviors)
• Play as One (Collaborate for a common goal, diverse perspectives. Listen and communicate with respect, support decision for teams’ benefits)
• Move Forward (Embrace change, explore opportunities to innovate, feedback and improve performance, Proactive steps to resolve issues and continuous progress).
• Drive Value (Bold choices to maximize value creation, customer deliver exceptional value, add value to all stakeholders, use data to generate crucial insights and outcomes).

What we offer now and in the future:

• 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.

Diversity and Inclusion:

At Agfa, our mission at Agfa is to ensure that everyone belongs. We believe that diversity and inclusion of others promotes a greater feeling of belonging and higher levels of engagement. We know that if we work together, we can do amazing things, and that our differences are what make our company, products, and services great. 

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!

Agfa Inc. is committed to complying with the Accessibility for Ontarians with Disabilities Act 2005 (AODA) and all of its standards in order to create a barrier-free Ontario.  We will provide necessary accommodation during the recruitment and selection process to all applicants. If you require accommodation as part of the employment application process, please contact agfahealthcarehrna@agfa.com.

At Agfa HealthCare, we are passionate about creating an inclusive workplace that promotes diversity of Age, Gender, Gender Identity or expression, Race, Sexual Orientation, Physical Ability, Ethnicity, or any other aspect that makes someone unique. The differences among us are our strengths. We are committed to promoting a diverse, equal and inclusive workplace that fully represents the different cultures, viewpoints and backgrounds of our global organization and the world we live in.

Learn more about Agfa HealthCare and follow us on Instagram.