Hologic Technical Support Representative 1 in Belgium

Technical Support Representative 1

Post Date Aug 01, 2018

JOB SUMMARY

Provides daily technical and application phone support to our customers

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

  • Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet

  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms

  • Addresses customer requests for technical information;

  • Performs call intake and follow-up with troubleshooting techniques on hardware and software to deliver a high level of technical support for our customers;

  • Diagnose and resolve technical hardware and software issues involving internet connectivity through remote management capabilities

  • Accurately process and record call transactions using a computer and designated tracking software

  • Identify and escalate priority issues per Quality specifications

  • Interact internally with local support groups and international partners and colleagues on product quality issues

  • Troubleshoot and interact with Application Field Based specialist and Field Service Engineers to find customer orientated solution on complaints

  • Documents technical service activities for Service calls, Maintenance and Upgrade Field Visits;

  • Stay current with new system , software or assay information, changes and updates

  • Avoids legal challenges by monitoring compliance with system and assay related to Technical Bulletins and our Quality System and requirements

  • Performs special projects as needed

  • Working in an international Team

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

  •  Excellent customer communication skills;

  •  Ability to troubleshoot technical and applications issues;

  •  Problem-solving;

  •  Ability to interface effectively with customers over the phone;

  •  Knowledge of clinical/medical laboratories preferred;

Ability to understand, speak and write English and:

  • Fluent Dutch , Spanish or Swedish

  • Any other European language is a plus;

  • Outgoing/’can-do’ approach

  • Flexible and adaptable

  • Calm under pressure, consistent in approach to daily tasks and committed to customer service

  • Computer literacy. Familiarity with Microsoft Office a plus.

This role will primarily focus on taking calls from Hologic’ s customer base that work with the Company’s Diagnostics product range. Therefore successful candidates that have a proven background in Life Sciences i.e. biology or biomedical engineering– ideally balanced with working experience from within hospitals or private labs - will find the role both rewarding and exciting.