Technical Support Specialist

As a member of the Breast Surgery Technical Support team, the Technical Support Specialist will be responsible for supporting external and internal customers for our Breast Health products via phone, e-mail, and the web.  

This position will provide remote support, troubleshooting and issue resolution for Hologic customers (e.g. radiology technologists, biomedical engineers, and field engineers) to facilitate the successful use of Hologic products. 

This position will play a key role in delivering great customer experiences by providing responsive support which enables customers to maximize Hologic equipment uptime as well as facilitate them meeting their safety and regulatory compliance goals. 

 

Summary of Duties and Responsibilities 

• Perform troubleshooting and diagnose technical problems using remote diagnostic tools. 

• Deliver consistent, high quality and responsive support to external and internal customers. 

• Take ownership of reported issues by being empathetic to the customer’s needs 

• Set expectations and manage reported issues through to their completion. 

• Document, track, and manage all support requests, communications, and actions in the CRM system. 

• Follow established support processes (e.g. problem resolution, escalation) and best practices to ensure SOP compliance and positive customer experiences. 

• Expedite the resolution of all customer requests to meet our standards for service excellence. 

• Escalate issues to the appropriate resource to ensure timely resolution. 

• Collaborate with other team members and departments to facilitate the problem resolution process. 

• Use the Knowledge Base (KB) for research during problem resolution and regularly contribute content to facilitate the growth of the KB. 

• Recommend the dispatch of Field Service Engineers for issues which cannot be resolved remotely. 

• Maintain a current and requisite knowledge level for your supported products. 

• Attending training and self-study to acquire, maintain and improve job skills. 

• Escalate appropriate service issues and concerns to management as necessary. 

• Identify and embrace opportunities for continuous improvement. 

• Perform other duties and projects as assigned, to meet company and department objectives. 

• Adhere to the Company's quality and regulatory compliance requirements, without exception, and ensures that all job duties inherent in the position description are performed in accordance with established policies and procedures. 

 

 

 

Qualifications                       

 

 

 

• Working experience and knowledge of customer support work processes and best practices needed to deliver great customer experiences. 

• Excellent customer service and interpersonal skills 

• Excellent verbal and written communication skills and the ability to convey complex information and procedures to novice level users. 

• Demonstrated track record and passion for understanding and addressing customer needs. 

• Strong analytical and problem-solving skills 

• Must possess the ability to work independently to resolve reported or discovered product issues. 

• Highly organized and detail oriented 

• Strong follow-up skills with a keen eye towards driving issue resolution. 

• Results driven and dedicated to delivering outstanding work. 

• Proven ability to multi-task, work under pressure, adapt and thrive in a fast-paced environment. 

• Strong knowledge of support tools such as CRM, knowledge management and ACD systems 

• Must have strong knowledge and expertise using the Windows operating systems. 

• Experience and working knowledge of network technologies (e.g. TCP/IP) and remote access tools (e.g. VPN, Remote Desktop) 

• Proficiency in Microsoft Office products including Outlook, Word, Excel, and PowerPoint