It Support Specialist
Current• 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. • 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.• 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
