Technical Support Specialist

Job description

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 s...