Technical Support Specialist 1

Technical Support Specialist 1 job description: Provide remote technical support, troubleshooting, and issue resolution for Hologic customers via phone, email, and web. Deliver great customer experiences by providing responsive support and ensuring equipment uptime and regulatory compliance.

Requirements

• 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
• Document, track, and manage all support requests, communications, and actions in the CRM system.
• Follow established support processes 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.
• Collaborate with other team members and departments to facilitate the problem resolution process.
• Maintain a current and requisite knowledge level for your supported products.
• Attend training and self-study to acquire, maintain and improve job skills.
• Identify and embrace opportunities for continuous improvement.