Technical Support Specialist, IT Solutions
Werfen•Bedford, MA
•Remote
About The Position
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.
Requirements
- 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.
- Fluency in English required.
Nice To Haves
- Call center or health care customer support experience preferred.
- Advanced knowledge working in a health care IT setting preferred.
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.
- Other duties as assigned.
Benefits
- Equal Opportunity employer
- strictly prohibits unlawful discrimination, harassment or retaliation
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
