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 includes regional support responsibilities for customers in the Aspac region as well as global support responsibilities for customers worldwide.
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 environment
Knowledge of HL7 / DICOM is a plus
Specific skills
Customer service skills and orientation, including the demonstrated ability to work constructively with both internal and external customers
Knowledge of Database Administration
Experienced with VMware ESXI
Knowledge of Windows Server or Linux Server
Excellent verbal and written communication skills
Interpersonal skills, including the proven ability to network in a global environment, and build relationships with geographically remote personnel
Excellent problem-solving ability
Fluent 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 skills
Previous mentoring and teaching/training experience is an asset
Location : Melbourne, Australia
Please be aware that you must be eligible to live and work in Australia .
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.
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