Customer Support Specialist
Overview:
Agfa HealthCare Corporation has an exciting opportunity for an Customer Support Specialist.
The main focus of this role is to provide expert remote support for multiple Agfa software products to our Agfa and Original Equipment Manufacturer (OEM) support partners on mission critical products and systems in the healthcare environment. Support provided is a problem solving approach with a blend of customer service, technical expertise and the understanding of the customer's system expectations.
The incumbent is considered a global subject-matter expert and can independently combine strong technical skills relevant to the focus areas, advanced communication skills and strong knowledge of production processes to facilitate highly complex customer issues. In order to succeed, the incumbent derives a strong motivation from facilitation of long-term improvements of a broad scope. Ability to work outside normal hours.
This position may be based out of the following location(s) and surrounding area:
New York, NY
Carlstadt, NJ
Responsibilities:
Technical Support
Training and Leadership
- Advises Global Support Specialists on priority cases, analyzing and determining root cause of technical support cases.
- Offers advice and recommendations to resolve escalated customer issues and manage the problem resolution process.
Qualifications:
- Degree or Diploma in a technological field or an equivalent combination of education and experience
- 5 or more years previous work experience in a technical customer support role in a high-tech company or in a high volume call centre environment
- Expert knowledge of networking and operating systems (UNIX and Windows), databases (Oracle and SQL), remote connectivity, security and image processing.
- Previous knowledge of Agfa software or like products, and a demonstrated capability to learn
- Excellent computer skills including MS Office, Lotus Notes and Intranet based knowledge management
- Excellent oral, written and interpersonal communications skills
- Proven organizational and time management skills
- Demonstrated experience adapting to change
- Strong customer service orientation, interacting with both internal and external customers
- Previous experience working in a global environment (networking and building relationships with individuals in remote locations)
- Previous experience with HIS/RIS systems, hospital workflow, digital imaging or archiving
- Excellent understanding of the Technical Services business, product launch process and health care environment
- Must be eligible to travel to customer sites
- Experience with and understanding of HL7 or DICOM
We offer a rewarding career in a field that impacts lives, the opportunity to work with a talented, 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 Twitter .
Agfa HealthCare Corporation is an Equal Opportunity Employer.