Job Description:
• 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 the product knowledge database
• Manage escalations and complaints to Level 2 and Development, following through as point of contact
• Attend Agfa product training and underlying-technologies courses
• Maintain expert working knowledge of targeted products and solutions
• Participate in visits to customer sites
• Ensure a high customer satisfaction rate
• Handle incidents in a timely manner according to Agfa policies and processes
• Stay current on product and solution versions, underlying platforms, and relevant third-party products
• Meet and respect SLA requirements defined in Service Level Agreements
Requirements:
• Bachelor’s Degree in Computer Science and/or Information Systems or an equivalent combination of education and experience
• Three years of 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
• Strong technical experience and ability to work with teams in a virtual environment
• General knowledge of networking, operating systems (Linux, UNIX, and Windows), databases (Oracle), 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
• Resourcefulness to see problems and issues through resolution
• Strong verbal and written communication skills
• Must be eligible to travel
Benefits:
• Career development and growth
• Competitive salary and benefit package
• Friendly work environment surrounded by dedicated and professional colleagues
• Training and career development programs
• Competitive compensation and benefits package
• Supportive management structure
• Opportunity to work with a talented and committed team