Customer Support Specialist

1 week geleden

Hoofddorp, Noord-Holland, Nederland Abbott Voltijd

As a key member of the Abbott Diagnostics Customer Services and Support team, you will play a vital role in providing exceptional customer experiences. Your primary responsibility will be to offer timely and accurate assistance, technical information, and advice regarding ADD products and services to customers before, during, and after transactions.

The ideal candidate will possess excellent problem-solving and communication skills, with the ability to work effectively in a team-oriented environment. Adaptability and high initiative are also essential qualities for this role.

Proficiency in multiple languages is a must, with a focus on customer exchange and technical troubleshooting activities. English is the primary language used for all trainings, documentation, and ticketing.

You will be responsible for communicating with customers via phone, email, or online discussion boards to answer their inquiries, understand and address their technical questions, and assess their needs. Your ability to comprehend hardware, software, and reagents issues will be crucial in providing effective support.

Key responsibilities include:

  • Applying established procedures and utilizing appropriate tools and systems to resolve technical problems through case management and follow-up on outstanding cases.
  • Recording accurate information in the relevant system and ensuring follow-up with the "Off hours" team and specific country team.

This role will be based in the "Off hours" support center in Hoofddorp, The Netherlands, with shift duties split between working from home (80%) and the office (20%).

Additional responsibilities include:

  • Promoting the technical expertise of support personnel.
  • Serving as a liaison to the 'day shift' support teams.

As a "Off hours" support agent, you will play a critical role in implementing and maintaining the effectiveness of the quality system. Your responsibilities will include:

  • Providing customer phone support and documentation for ADD Architect, Alinity, Hematology products, and solutions.
  • Collaborating with cross-functional teams to propose, recommend, and provide resolution to issues.
  • Offering Level I & II support for customer problem resolution.

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

Qualified applicants will have a minimum of 1 year of experience in customer relations/support and be skilled in providing Level 1 and Level 2 support, making technical recommendations to ensure customer issues are resolved. Clinical laboratory experience is a plus.

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