IT Solutions Tech Support Specialist

Werfenlife SA.; Bedford (MA); On-site; USD 70,000 - 95,000; Full time

Job summary

Werfen is seeking a Technical Support Specialist for IT Solutions in Bedford, MA. The role provides advanced technical assistance, escalation support, and customer service for instrument software, interfacing, cybersecurity, and VPN connectivity, interfacing with Lab/Hospital Information Systems and middleware.

The ideal candidate has a Bachelor’s in IT/CS/Engineering or healthcare-related degree with IT experience, and at least 3 years in technical customer support, including healthcare IT

Qualifications

• 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.

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.

Skills

Data analysis

Technical decision making

Verbal communication

Written communication

On-call support

Healthcare IT

English fluency

Education

Bachelor's Degree in Information Technology, Computer Science, or Engineering

Health Care related degree with relevant experience

Tools

VPN/remote access

Middleware connectivity

Healthcare databases

Job description

Werfen is seeking a Technical Support Specialist for IT Solutions in Bedford, MA. The role provides advanced technical assistance, escalation support, and customer service for instrument software, interfacing, cybersecurity, and VPN connectivity, interfacing with Lab/Hospital Information Systems and middleware.

The ideal candidate has a Bachelor’s in IT/CS/Engineering or healthcare-related degree with IT experience, and at least 3 years in technical customer support, including healthcare IT