Customer Support Analyst, Tier 1

Agfa Health Care is a division of the Agfa‑Gevaert Group headquartered in Mortsel, Belgium and traded on Euronext Brussels (AGFB). At Agfa Health Care we support healthcare professionals worldwide to transform the delivery of care with our suite of Imaging IT software solutions that enable secure, effective and sustainable imaging data management.

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 the product knowledge database to ensure problems and solutions are communicated to all necessary service organizations.

Manage escalations and 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.

Ensure a high customer satisfaction rate.

Handle incidents in a timely manner according to Agfa’s policies and processes.

Stay knowledgeable and up to date on the latest versions of our own products & solutions, underlying platforms and relevant third‑party products.

Meet or respect SLA requirements defined in the Service Level Agreements (SLA).

Perform additional activities as assigned by management (this description is not exhaustive).

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 (database solutions, different operating systems, server landscape) and Agfa products.

Three years of prior 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. Medical imaging experience is a plus.

Strong technical experience and ability to work with teams in a virtual environment.

General knowledge of networking and operating systems (Linux, UNIX, 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, , 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.

Ability to work in a fast‑paced environment.

Demonstrated resourcefulness to see problems and issues through resolution.

Strong verbal and written communication skills to interact effectively and professionally with both internal and external customers.

Must be eligible to travel.

Benefits

Dynamic global organization with a history of innovation and a strong product portfolio.

Challenging environment combined with a supportive management structure.

Competitive salary and benefit package.

Friendly work environment surrounded by dedicated and professional colleagues.

Agfa Health Care 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

Agfa Health Care is an equal opportunity employer and is committed to creating a diverse, inclusive workplace that fully represents the different cultures, viewpoints, and backgrounds of our global organization.

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