{"id":2262943,"url":"https://alion.io/job/agfa-gevaert-customer-support-analyst-tier-i","title":"Customer Support Analyst, Tier I","company":{"id":54407,"name":"Agfa-Gevaert","domain":"agfa.com","url":"https://alion.io/company/agfa-gevaert","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":56000,"max_usd":113000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":438},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"DICOM","optional":false},{"name":"HL7","optional":false},{"name":"Oracle","optional":false},{"name":"Windows","optional":false},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-09-16T02:00:00Z","employer_posted_date":"2026-09-16","last_verified_at":"2026-10-20T17:17:14Z","board_verified":true,"closed_at":null,"days_open":35,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":35},"description":"Agfa HealthCare, is a division of the Agfa-Gevaert Group which is headquartered in Mortsel, Belgium and traded on Euronext Brussels (AGFB).\nAt Agfa HealthCare, we support healthcare professionals across the globe to transform the delivery of care. Our focus is 100% on providing best-of-suite Imaging IT software solutions that enable secure, effective and sustainable imaging data management.\nFrom product development to implementation, our unified Enterprise Imaging Platform is purpose-built to reduce complexity, improve productivity and deliver clinical value. We use our proven track record as an innovator, our in-depth medical knowledge and our strategic guidance to help healthcare providers achieve their clinical, operational and business strategies.\nThe Customer Support Analyst, Tier 1 will consult with users to provide remote technical support and services. The Customer Support Analyst, Tier 1 will use a wide variety of systems analysis techniques and procedures as well as creativity and latitude to resolve customer issues and requests.\nLocation:\nRemote: US\nWhat You'll Do:\nProvide telephone and remote access, consultation and technical expertise to Agfa customers, Field Engineers, Sales and Implementation Teams.\nUtilize support software for call logging and tracking.\nDocument solution and resolution steps in product knowledge database to ensure problems and solutions are communicated to all necessary service organizations.\nManage escalations, complaints to Level 2 and Development, and follow through as point of contact to higher level support teams.\nAttend Agfa product-training, underlying technologies courses and maintain an expert working knowledge of targeted products and solutions.\nParticipate in visits to customer sites.\nEnsuring a high customer satisfaction rate.\nTimely handling of incidents according to Agfa’s policies and processes.\nBeing knowledgeable and up to date on latest versions of our own products & solutions, underlying platforms and relevant 3rd party products.\nMeeting/respecting SLA-requirements defined in the Service Level Agreements (SLA).\nThis description is not intended to be an exhaustive list of responsibilities for this position. As such, additional activities not listed here may be involved, and other duties as assigned by management may be required of the incumbent.\nWho You Are:\nBachelor’s Degree in Computer Science and/or Information Systems or an equivalent combination of education and experience.\nTechnical and practical knowledge of IT-Infrastructure Solutions (such as data base solutions, different operating systems, server landscape) and Agfa products.\nThree years previous work experience in a technical customer support role in a high-tech company or in a high-volume customer support environment, including one year in Healthcare IT. Medical imaging experience a plus.\nStrong technical experience and able to work with teams in a virtual environment.\nGeneral knowledge of networking and operating systems (Linux, UNIX, and Windows), databases (Oracle), remote connectivity, security and image processing.\nExperience with and understanding of HL7 or DICOM is preferred.\nKnowledge of Programming Languages VB/ASP, VB.NET, HTML, XML - is a plus.\nKnowledge of Data Manipulation Languages - SQL, PL/SQL - is a plus.\nExcellent communication and customer service skills.\nExposure to information systems in a hospital environment would be an asset.\nIndustry certification is preferred.\nPrevious 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.\nSuperior multitasking skills. \nAbility to work in a fast-paced environment. \nDemonstrated resourcefulness to see problems and issues through resolution.\nStrong communications skills (verbal/written) to interact effectively and professionally with both internal and external customers.\nMust be eligible to travel.\nOur Values:\n Own It (I do what I say, full accountability for results, finding solutions and Practice ethical and safe behaviors)\n Play as One (Collaborate for a common goal, diverse perspectives. Listen and communicate with respect, support decision for teams’ benefits)\n Move Forward (Embrace change, explore opportunities to innovate, feedback and improve performance, Proactive steps to resolve issues and continuous progress).\n Drive Value (Bold choices to maximize value creation, customer deliver exceptional value, add value to all stakeholders, use data to generate crucial insights and outcomes).\nWhat we offer now and in the future:\nDynamic global organization with a history of innovation and strong product portfolio.\nChallenging environment combined with a supportive management structure.\nCareer development and growth.\nCompetitive salary and benefit package.\nFriendly work environment surrounded by dedicated and professional colleagues.\nDiversity and Inclusion:\nAt Agfa, our mission at Agfa is to ensure that everyone belongs. We believe that diversity and inclusion of others promotes a greater feeling of belonging and higher levels of engagement. We know that if we work together, we can do amazing things, and that our differences are what make our company, products, and services great.\nWe offer a rewarding career in a field that impacts lives, the opportunity to work with a talented and 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!\nAll qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.\nIf you are an individual with a disability and would like to request a reasonable accommodation as part of the employment application process, please contact .\nAt Agfa HealthCare, we are passionate about creating an inclusive workplace that promotes diversity of Age, Gender, Gender Identity or expression, Race, Sexual Orientation, Physical Ability, Ethnicity, or any other aspect that makes someone unique. The differences among us are our strengths. We are committed to promoting a diverse, equal and inclusive workplace that fully represents the different cultures, viewpoints and backgrounds of our global organization and the world we live in.\nLearn more about Agfa HealthCare and follow us on Instagram.","description_format":"text","description_chars":6522,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Printers & Scanners","Medical Imaging Systems","EHR & Clinical Software"],"lifecycle":[{"event":"open","at":"2026-10-11T05:33:48Z"}],"visa":[],"liveness":{"score":19,"band":"cold","label":"Long shot","p_open":1,"p_active":0.54,"p_room":0.35,"age_days":35,"expected_fill_days":16,"reasons":["conf:12","velocity","win:tail"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/agfa-gevaert-customer-support-analyst-tier-i","json_url":"https://alion.io/job/agfa-gevaert-customer-support-analyst-tier-i.json","meta":{"generated_at":"2026-10-21T13:50:41Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19680,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":54407},"rest":"https://alion.io/mcp/rest/get_company?id=54407"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fagfa-gevaert-customer-support-analyst-tier-i"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fagfa-gevaert-customer-support-analyst-tier-i"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fagfa-gevaert-customer-support-analyst-tier-i"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/agfa-gevaert-customer-support-analyst-tier-i\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fagfa-gevaert-customer-support-analyst-tier-i"}]}