Applications and Workflow Support Specialist

February 20

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AGFA HealthCare

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Know those rare and indescribable moments at work when distractions melt away? You feel like you’re at one with your technology and everything goes just right? At AGFA HealthCare, we call it the flow.

Enterprise Imaging • Imaging IT • Medical Imaging IT

1001 - 5000 employees

📋 Description

• You will be responsible for providing technical support/assistance to customers to resolve software related issues and queries, ensuring a high level of customer satisfaction. • You will be remotely troubleshooting, RIP software: installing, guiding customers through product features, documenting product knowledge for departmental use and archive, escalating issues for further analysis by the development team. • You will be involved in performing training at customer sites: demonstrating application, operation, and end-use of commercial inkjet printing equipment and software. • Answer inbound calls from customers and provide real-time software support. • Diagnose and troubleshoot software issues, guiding customers through step-by-step solutions. • Assist customers with software installation, configuration, upgrades, and updates. • Provide clear and concise instructions to customers, ensuring they understand the steps to resolve their issues. • Perform on-site workflow software training, demonstrating best practices for customer-specific use cases. • Consult with customers to identify areas of workflow improvements and efficiencies. • Escalate complex issues to higher-level support or the development team as necessary. • Document customer interactions and technical issues in the support ticketing system. • Follow up with customers to ensure their issues are fully resolved and provide additional support if needed. • Maintain an in-depth understanding of workflow software products and inkjet applications offered by the company. • Maintain a moderate understanding of third-party workflow software products. • Stay updated on new product features, updates, and changes. • Communicate product improvements and feature requests from customers to the product development team. • Educate customers on best practices for using the software. • Provide information on available resources, such as user manuals, online tutorials, and FAQs. • Conduct occasional training sessions for customers to help them maximize the use of the software. • Monitor the performance of the software in real-time and report any bugs or anomalies to the development team. • Contribute to the development of support documentation and troubleshooting guides, knowledge resources. • Work closely with other members of the support team to share knowledge and strategies for resolving common issues. • Participate in team meetings and training sessions to enhance technical skills and customer service techniques.

🎯 Requirements

• Bachelor’s degree in graphic arts, IT, Computer Science. • Experienced within the print industry or IT professional with demonstrated fluency using and troubleshooting Windows PCs. • Fundamental to intermediate knowledge configuring and troubleshooting Windows networks. • Knowledge and experience working with Inkjet prepress and production printing workflows an asset. • Prioritizing and tending to several inbound remote support requests in a timely manner considering contract status, M-F, 8AM-5PM or after hours (rotations). • Methodically troubleshooting issues with Windows, workflow software, or printed applications. • Providing ongoing Workflow and Application support to customers across North American install base. • Externally offering world-class customer support/service to print service providers of varying scales: small, medium, large, corporate. • Using strong verbal and written communication skills to translate technical problems and resolutions into knowledge internally, and externally.

🏖️ Benefits

• Dynamic global organization with a history of innovation and strong product portfolio. • Challenging environment combined with a supportive management structure. • Career development and growth. • Competitive salary and benefit package. • Friendly work environment surrounded by dedicated and professional colleagues.