Job Description
Overview
Position Summary:
Provides troubleshooting and assistance to customers and Werfen field personnel in a call center environment. This includes support on Werfen product usage and function, technical questions, instrument performance, instrument capabilities and other product concerns as required.
Responsibilities
Key Accountabilities
Provides first line contact and ownership for technical assistance on Werfen products and services, including research, troubleshooting, and identifying solutions to resolveMaintains accurate records of all customer interactions as per Quality System requirementsFollows procedures to escalate unresolved issues as appropriateParticipates in on-call rotation and coverage during off-shift hours/weekends/holidays as requiredDemonstrates technical knowledge through providing asisstnance and guidance to other, including escalation assistance...