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Agfa HealthCare has an excellent opportunity for a professional, motivated and customer-focused IT Customer Support Specialist to join the Global Support Network team in Melbourne, Australia. Agfa HealthCare supports care providers and assists their health professionals across hospital departments, sites, networks, etc., to deliver quality care and make intelligent decisions for their communities and populations.
The Imaging IT Systems Global Support Network has support offices located in North America, Europe and Aspac and cooperates with the regional support teams worldwide.
The scope of this position include regional support responsibilities for customers in the Aspac region as well as global support responsibilities for customers worldwide.
Are you ready for an exciting journey within a professional Services team? Are you looking for a rewarding career in a field that impacts lives? We offer the opportunity to make a difference. If this job is for you, show us you have what it takes and apply now!
As the IT Customer Support Specialist you will:
· Manage remote support calls for Agfa HealthCare customers worldwide
· Provide support to ASPAC service teams with new product installations and upgrade support of Agfa HealthCare systems
· Attend product training courses and maintain an expert working knowledge of targeted products
· Occasionally travel to customers or other Agfa offices when needed to carry out duties
· Participate and liaise with Regional Service teams
· Conduct training programs on specified products using specialist knowledge to ensure that attendees are competent and confident
· Manage Customer relationships to deliver excellence in customer satisfaction
· Build relationships with local & global teams
· Identify & communicate opportunities for process improvement within the Global Support organization
· Maintain and use support tools
· Follow local and global quality assurance and work instructions including strict adherence to Security policies, Guidelines and Global Support methodologies, processes and KPI's
· Liaise with Field Service Engineers, Service Managers and Customers to ensure all parties are informed of issue resolution or escalation
· Participate in Follow-the-Sun operations of the Global Support Network organization
Education · Bachelor's degree in computer science or IT-related field, or equivalent combination of education and experience
Experience 3-5 years previous work experience in a technical customer support role in a IT healthcare/hospital environmentKnowledge of HL7 / DICOM is a plusSpecific skills Customer service skills and orientation, including the demonstrated ability to work constructively with both internal and external customersKnowledge of Database AdministrationExperienced with VMware ESXIKnowledge of Windows Server or Linux ServerExcellent verbal and written communication skillsInterpersonal skills, including the proven ability to network in a global environment, and build relationships with geographically remote personnelExcellent problem-solving abilityFluent in written and spoken English. Additional language skills are an asset.Experience with ITIL Incident Management is an asset.Proven time management, organization and prioritization skillsPrevious mentoring and teaching/training experience is an assetLocation: Melbourne, Australia
Please be aware that you must be eligible to live and work in Australia.
Are you ready for an exciting journey within a professional Services team? Are you looking for a rewarding career in a field that impacts lives? We offer the opportunity to make a difference. If this job is for you, show us you have what it takes and apply now!
What we can offer you 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. So are you ready to shape (y)our future?
Job Segment: DBA, System Administrator, Computer Science, Field Service, Customer Service, Technology, Manufacturing
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