Technical Support Specialist, IT Solutions

Overview

Werfen Werfen is a growing, family-owned, innovative company founded in 1966 in Barcelona, Spain. We are a worldwide leader in specialized diagnostics in the areas of Hemostasis, Acute Care Diagnostics, Transfusion, Autoimmunity, and Transplant. Through our Original Equipment Manufacturing (OEM) business line, we research, develop, and manufacture customized assays and biomaterials. We operate directly in 30 countries, and in more than 100 territories through distributors. Our Headquarters and Technology Centers are located in the US and Europe, and our workforce is more than 7,000 strong. Our success comes from a specific focus in these rapidly evolving diagnostic areas, our commitment to customers, and our dedication to innovation and quality. We’re passionate about providing healthcare professionals the most valuable and complete solutions to improve hospital efficiency and enhance patient care.

Job Summary

This positions 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 carried out through a variety of methods such as phone, email, and remote sessions. Ensures customer satisfaction during the support event.

Responsibilities

• 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

Qualifications

• 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.

Skills & 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.
• 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.