Technical Support Specialist, IT Solutions

Werfen Technical Support SpecialistThis 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 carried out through a variety of methods such as phone, email, and remote sessions. Ensures customer satisfaction during the support event.Key accountabilities include: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 TeamProduct Line Support Manager I Clinical Software SupportMinimum 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: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 customersAbility to adapt and manage effectively in a fast-paced, challenging environment and manage multiple, and oftentimes competing, priorities while exercising good judgementAbility to respond to on-call customer support activitiesDemonstrated 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 requiredTravel requirements: Up to 10% travelThe annual base salary range for this role is currently $80,000 to $100,000. Individual employee compensation will ultimately depend on factors including education, relevant experience, skillset, knowledge, and particular business needs.This role is eligible for medical, dental, and vision insurance, 401k plan retirement benefits with an employer match, as well as paid vacation and sick leave. Our sales roles are eligible for participation in a commission plan and our management, and select professional roles, are eligible for a performance-based bonus. Werfen