Customer Support Specialist

1 maand geleden

Hoofddorp, Noord-Holland, Nederland Abbott Voltijd
Job Title: Customer Support Agent

This role is part of the Abbott Diagnostics Customer Services and Support team, responsible for providing timely and accurate assistance, technical information, and advice regarding ADD products and services to maintain and improve customer relationships.

Key Responsibilities:
  • Provide technical support and troubleshooting for customers via phone, email, or online discussion boards.
  • Assess customer needs, understand hardware, software, and reagents issues, and provide solutions.
  • Apply established procedures, use appropriate tools and systems to solve technical problems, and follow up on outstanding cases.
  • Record accurate information in the appropriate system and collaborate with the 'day shift' support teams.
Requirements:
  • Minimum 1 year of experience in Customer Relations/Support.
  • Excellent problem-solving and communication skills.
  • Ability to work in a team-oriented environment, adapt to changing situations, and have high initiative.
  • Fluent language skills, with English as the primary language and at least one other language at a suitable level for customer exchange and technical troubleshooting.
Work Environment:

This role will be based in the 'Off hours' support center in Hoofddorp, The Netherlands, with 80% of duties performed from home and 20% at the office.

Additional Responsibilities:
  • Promote the technical expertise of support personnel.
  • Serve as a liaison to the 'day shift' support teams.
Quality and Customer Satisfaction:

Quality of support and customer satisfaction will be measured through tNPS and specific customer interviews (rNPS).

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