Customer Support Analyst, Tier I
New
A
Agfa HealthCareHealthcare IT
Remote: USFull-TimeEntry
Salary not disclosed
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Job Details
- Experience
- 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.
- Required Skills
- OracleLinuxNetworking
Requirements
- Hold a Bachelor’s Degree in Computer Science and/or Information Systems, or have an equivalent combination of education and experience.
- Have three years of technical customer support experience in a high-tech company or high-volume customer support environment, including one year in Healthcare IT.
- Bring technical and practical knowledge of IT infrastructure solutions, including database solutions, operating systems, and server landscapes.
- Have general knowledge of networking, Linux, UNIX, Windows, Oracle databases, remote connectivity, security, and image processing.
- Have previous knowledge of Agfa software or similar PACS, HIS, RIS, or EMR products, hospital workflow, and the ability to learn new applications and technologies.
- Be able to work with teams in a virtual environment.
- Have strong technical experience, customer service skills, and verbal and written communication skills.
- Have superior multitasking skills and the ability to work in a fast-paced environment and see issues through resolution.
- Be eligible to travel.
- Experience with HL7 or DICOM is preferred.
- Knowledge of VB/ASP, VB.NET, HTML, XML, SQL, or PL/SQL is a plus.
- Industry certification is preferred.
Responsibilities
- Provide telephone and remote-access consultation and technical support to customers, Field Engineers, Sales, and Implementation Teams.
- Use support software to log and track calls.
- Document solutions and resolution steps in the product knowledge database.
- Manage escalations and complaints to Level 2 and Development, and follow through as the point of contact for higher-level support teams.
- Attend product-training and underlying-technology courses, and maintain working knowledge of targeted products and solutions.
- Participate in visits to customer sites.
- Handle incidents in a timely manner according to company policies and processes.
- Stay up to date on product versions, underlying platforms, and relevant third-party products.
- Meet and respect requirements defined in Service Level Agreements (SLAs).
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