IT Support Specialist Job at werfen

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

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IT Support Specialist

Job Description

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