Get new jobs for this search by email

Technical Support Specialist, IT Solutions Join to apply for the Technical Support Specialist, IT Solutions role at Werfen North America . Get AI-powered advice on this job and more exclusive features. Job Summary This position provides advanced technical assistance, escalation support, and customer service to customers and Werfen personnel. It involves addressing issues related to Lab/Hospital Information Systems (LIS/HIS), middleware connectivity, software problems, product concerns, VPN/remote access, and cybersecurity of Werfen products. Customer interactions are carried out via phone, email, and remote sessions, ensuring customer satisfaction. Responsibilities Provide advanced technical support to customers through phone, email, and remote connectivity for software, interfacing, connectivity, cybersecurity, data downloads, and IT Solutions issues. Collaborate with internal teams such as PLSM and CSW to resolve customer issues. Document customer issues and resolutions in knowledge base systems and internal procedures. Ensure complete resolution of customer issues on first contact or through follow-up. Manage escalated customer interactions or collaborate internally when needed. Identify and process product complaints following procedures. Participate in on-call rotations, including off-shift hours, weekends, and holidays. Perform other duties as assigned. Networking/Key Relationships Interactions include: Commercial Operations Organization / Implementation and Project Team Product Line Support Manager / Clinical Software Support Qualifications Minimum Knowledge & Experience: Bachelor's Degree in IT, Computer Science, Engineering, or related healthcare field; relevant experience may substitute. At least 3 years of related experience in technical customer support, supporting interface engines, healthcare IT security, connectivity, databases, networking, or ADT/POCT devices. Skills & Capabilities The ideal candidate will demonstrate: Advanced data analysis and troubleshooting skills. Ability to make technical decisions and create action plans. Strong communication skills for effective collaboration. Adaptability in a fast-paced environment with multiple priorities. Ability to respond to on-call support activities. Active listening skills and customer engagement. Preferred experience in healthcare IT settings. Fluency in English. Travel Requirements Up to 10% travel. Additional Details Seniority Level: Mid-Senior level Employment Type: Full-time Job Function: Information Technology Industry: Medical Equipment Manufacturing This job posting appears active; no expired indicators are present. #J-18808-Ljbffr