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IT Support Specialist

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werfen

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Location:
Portugal

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Its main function will be providing technical support to Werfen IT applications and products related to the Diagnostics sector in Clinical Analysis Laboratories. He or she will be integrated into a very communicative team of Clinical and IT Specialists, who develop professionally with continuous and qualified training in very specific products developed within our organization. The candidate will hold excellent communication skills (both verbal and written) due to its relationship with different profiles, mainly in the Clinical field, but also in commercial and technical specialists and managers. The support will be mostly via telephone and through remote access SW.

Job Responsibility:

  • Deal directly with customers and co-workers either by telephone or electronically
  • Greet customers warmly and ascertain problem or reason for calling
  • Provide accurate, valid and complete information related to applications or technical issues regarding LIS and Middleware solutions
  • Ensure the obtaining of results and workflow within customer laboratory
  • Suggest solutions when a product malfunction exist
  • Act autonomously and escalate any situation that may impact customer expectations
  • Refer the customer issue to the IT Consultant or Project Manager in case that an on-site action is required
  • Identify and assess customer´s needs to achieve satisfaction. Organize workflow to meet customer timeframes
  • Process requests in agile manner. Inform issue status to stakeholders and customer every certain period of time
  • Reproduce customer issues either in customer site or headquarters labs
  • Report complaints (ZIS) or requirements to manufacturers (through BU HITS), using appropriate details within the time limits and follow up to ensure resolution
  • Provide general information to the Werfen Sales Department
  • Maintain assertive and healthy communication with customers and co-workers
  • Work with other Departments. Manage unresolved issues with the accurate specialist to ensure a proper service to the customer
  • Maintain himself updated in his technical knowledge and skills
  • Attend clinical and technical trainings organized by Werfen or external entities
  • Maintain himself updated in his knowledge of processes and tools defined by HelpLine Department and the company
  • Use softphone technology to handle high call volumes
  • Use of specific SW applications to monitor instrument logs as a tool for proactive diagnosis
  • Keep records of customer inquiries, comments and complaints as well as details of actions taken
  • Take an extra mile to engage customers. Build sustainable relationships of trust through open and interactive communication
  • Prepare and distribute customer activity reports
  • Provide feedback on the efficiency of the customer service process
  • Follow Werfen communication procedures, guidelines and policies
  • Know and follow the ethical code of the company

Requirements:

  • Graduate / Bachelor’s Degree in Information and Technology, Computer Science, Telecommunications or similar
  • Specific knowledge in Laboratory Information Systems (LIS) with demonstrated 5 years experience within similar role
  • Perfect command of Spanish
  • Basic/intermediate communication using English
  • Should provide excellent phone and Customer Support skills while cases resolution
  • Experience in Ticketing systems and cases resolution support
  • Must be autonomous, have initiative and very responsible to carry out tasks under its own responsibility
  • Teamwork and communication capabilities
  • Accustomed to solving problems in a short space of time, maintaining control and strong analytical skills
  • Must be a moderately extroverted profile, optimistic and enthusiastic
  • Medium / high emotional stability, with a reliable self-esteem

Additional Information:

Job Posted:
April 19, 2026

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