Technical Support Specialist, IT Solutions

Overview

Job Summary

This position provides advanced level technical assistance, escalation support, and customer service to customers and Werfen personnel in a timely manner on a wide variety of issues, including interfacing with Lab/Hospital Information Systems (LIS/HIS) and middleware connectivity, software issues and other product concerns, VPN/remote access capabilities and cybersecurity of Werfen products. Customer interactions are carried out through a variety of methods such as phone, email, and remote sessions.

Ensures customer satisfaction during the support event.

Key Accountabilities

• Independently provides advanced technical support to customers via phone, email, and remote connectivity for instrument software, interfacing, connectivity, cybersecurity, data downloads and/or IT Solutions issues.
• Collaborates with internal resources such as PLSM and CSW to support resolution of customer issues.
• Responsible for high quality technical documentation regarding customer issue including resolution and within internal knowledge base systems, and internal team procedures, technical training, etc.
• Independently ensures complete resolution of customer issue on first contact or through follow up contacts as required.
• Independently manages escalated customer interactions or collaborates with appropriate internal contact when unable to resolve.
• Determines if customer's call constitutes a product complaint and follows complaint procedures as required.
• Participates in on-call rotation and covering off-shift hours/weekends/holidays as required.
• Other duties as assigned.

Networking/Key relationships

To be determined based on department needs, to include interactions such as:

• Commercial Operations Organization I Implementation and Project Team
• Product Line Support Manager I Clinical Software Support

Minimum Knowledge & Experience for the position:

• Bachelor's Degree in Information Technology, Computer Science, or Engineering required or Health Care related degree with relevant experience in lieu of an IT related degree will be considered.
• Minimum of 3 years related work experience in technical customer support role required, supporting:
  Interface Engines, IT Security for healthcare environments, Connectivity, Databases, Networking, or ADT/POCT Devices required.
• Call center or health care customer support experience preferred. Management has the discretion of substituting relevant work experience for a degree and/or making exceptions to the years of experience requirement.

Skills & Capabilities:

The ideal candidate for this position will exhibit the following skills and capabilities:

• Demonstrates advanced ability to gather/analyze pertinent information, analyze, manage data, follow instructions and escalate issues.
• Ability to make advanced technical decisions and create action plans following department procedures.
• Strong verbal and written communication skills to support effective collaboration with internal and external customers.
• Ability to adapt and manage effectively in a fast-paced, challenging environment and manage multiple, and oftentimes competing, priorities while exercising good judgement.
• Ability to respond to on-call customer support activities.
• Demonstrated ability to actively listen; gauge and facilitate customer's willingness and engagement to contribute to resolution.
• Advanced knowledge working in a health care IT setting preferred.
• Language:
  Fluency in English required.

Travel requirements: Up to 10% travel

Werfen is an Equal Opportunity employer and is committed to a diverse workplace. Werfen strictly prohibits unlawful discrimination, harassment or retaliation based upon an individual’s race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other protected characteristic as defined by applicable state or federal law. If you have a disability and need an accommodation in relation to the online application process, please contact N for assistance.