Customer Technical Support performs technical service and supports day-to-day business on Agfa and 3rd party products to customers and internal staff. FOCUS ON DIRECT CUSTOMER CONTACT / ESCALATIONS

Job Duties & Accountabilities: 

• Accountability for professional system installation ( site inspection before physical installation, installation/upgrade)

• Accountability for system acceptance (shared responsibility with sales and applications)

• Repair and fix In time and in line with Service agreements in a professional way. 

• Ensure technical knowledge transfer to customer/dealer and within the Agfa organization

• Accountability for the appliance of best practice processes and procedures (escalation, sign-off, problem logging, service call handling..)

• Accountability for customer satisfaction on project implementation and issue handling

• Accountability of call screening (on-site/remote).

• Escalate when necessary problems to 2nd and 3rd tier support

• Perform preventive/corrective maintenance on the software.

• Assist internal and external customers (e.g. users, freelancers, colleagues from all business areas, HQ, etc.) on-site and remotely on technical questions and issues

• Identify opportunities for up-selling Agfa Services and Products and pass on up-selling opportunities to sales as required

Education:

• Undergraduate Education Complete or studying Engineer.

Experience:

3 years of Knowledge in the Prepress segment

• repair and fix

• Install/ Integration

• Train the customer

Specific Skills:

Computer skills, analytical skills, foreign languages, communication, self-motivation, teamwork, creativity, and flexibility.