Gsn Domain Expert
il y a 2 jours
Agfa HealthCare, is a division of the Agfa-Gevaert Group which is headquartered in Mortsel, Belgium and traded on Euronext Brussels (AGFB). At 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. From 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.
IITS Global Support Network (GSN) has support offices located in North America, Europe and ASPAC and cooperates with regional support teams worldwide.
The **IITS GSN Domain Expert** provides expert level technical customer support with the main objective to restore service as quickly as possible. The position holder troubleshoots and resolves customer complaints/incidents and communicates with involved parties.
Flexible working hours are necessary, with weekend shifts or on-call scenarios, and some after-hours efforts required to carry out support work and to ensure that a continuous "follow the sun" service can be provided by GSN.
As our **IITS GSN Domain Expert** you will:
- Diagnoses and documents technical details for incoming complaints/incidents and provides support to restore service to the customer environment as quickly as possible.
- Collects information about customer situation and provides accurate, timely and detailed documentation about all actions taken towards a resolution in accordance with standard After Sales processes. s
- Takes ownership and accountability for all assigned complaints/incidents driving towards a resolution within SLA/OLA requirements.
- Communicates complex technical issues and customer concerns or issues to other global and regional support team members to facilitate a timely resolution.
- Translates technical information, results and proposals back to customers at the level of technical complexity required for customer understanding.
- Establishes, builds and improves customer relationships through the After Sales process.
- Attends Agfa and 3rd party product training and maintains an expert working knowledge in focus area.
- As required, assists Product Quality Management teams with analysis of problem records to determine root cause.
- Acts as an advisor to leadership to assist with the continuous improvement of Agfa products and support processes.
- Mentors other Domain Experts or regional support specialists.
- Based on assignment, develops, documents, and delivers product training, learning and knowledge sharing activities through various methods for service/support teams.
- Supports DRA/launch activities.
**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 healthcare or IT environment
**Specific skills**:
- Customer service skills and orientation, including the demonstrated ability to work constructively with both internal and external customers
- Expert knowledge of IT solutions, ideally in a healthcare environment
- 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
We 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
Learn more about Agfa HealthCare and follow us Instagram.
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