Technical Support Specialist 2

Why Hologic:

Hologic empowers people to live healthier lives everywhere, every day. We are the leading Innovator in women's health, helping healthcare professionals around the world diagnose and treat their patients with precision, certainty and confidence. 

Hologic, Inc. is a leading developer, manufacturer and supplier of premium molecular diagnostic products and services that are used to diagnose human diseases, screen donated human blood and to aid in biomedical research. Hologic is also a leader in the development, manufacturing and sales of medical imaging systems and biopsy devices as well as surgical and treatment products, with an emphasis on serving the healthcare needs of women. Our business is dedicated to impacting the lives of people across the globe through the early detection of disease, improved diagnosis and less invasive treatments.

There has never been a more exciting time to join us. Bright people, working together to pioneer advances in human health care, have created Hologic's success. Our company believes that people are our greatest asset and only by recruiting, hiring, developing and retaining the most talented employees can we continue to be successful.  Our work atmosphere is stimulating, innovative and customer focused. We provide employees with state-of-the art tools and technology, a collaborative and passionate work environment and the ability to make a dramatic difference in the world of healthcare.

We are rapidly growing and yet we have never been more focused – on our people, on our growth, on our future.

  What to expect:

• Provide technical support across all platforms/channels to internal and external customers
• 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 Complaint Management 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 for research during problem resolution and regularly contribute content to facilitate the growth of the Knowledge Base
• 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
• Perform other duties and projects as assigned, to meet company and department objectives.
• Meet all key performance indicators, metrics and department goals. 
• 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.

What we expect:

• Working experience or knowledge of technical 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 Oracle systems
• Must have strong knowledge and expertise using the Windows operating systems
• Proficiency in support tools including Outlook, Word, Excel, PowerPoint, Box, Oracle and cloud-based contact center software
• Ability to identify and assist with the implementation of process improvements
• High energy, self-motivated, proactive, goal oriented and enthusiastic 
• Familiarity with various medical devices such as Fluid Management, Hysteroscopy is helpful but not required. 

Education & Experience:

• High School Diploma or Equivalent
• College Degree preferred  
• A technical discipline such as a plus 
• Equivalent blend of education and experience in a fast-paced service based environment
• A minimum of 4 years related job experience is required in a customer contact center, technical, or field support role, related to medical devices a plus
• Prior experience in a service environment working with customers to resolve problems related to medical workflow is a plus

The annualized base salary range for this role is $65,600 to $102,700 and is bonus eligible. Final compensation packages will ultimately depend on factors including relevant experience, skillset, knowledge, geography, education, business needs and market demand..

Agency and Third Party Recruiter Notice:

Agencies that submit a resume to Hologic must have a current executed Hologic Agency Agreement executed by a member of the Human Resource Department. In addition Agencies may only submit candidates to positions for which they have been invited to do so by a Hologic Recruiter.  All resumes must be sent to the Hologic Recruiter under these terms or they will not be considered.

 Hologic, Inc. is proud to be an Equal Opportunity Employer inclusive of disability and veterans.

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