Remote Support Agent - Hoofddorp, Nederland - Abbott Laboratories

Abbott Laboratories

Geverifieerd bedrijf

Hoofddorp, Nederland

1 week geleden

Geplaatst door:

Daan Van den Berg

werver van beBee

Beschrijving

Multiple language knowledge is essential.

Language level needs to be suitable for customer exchange and technical troubleshooting activities. English (All trainings, documentation and ticketing are done in English)

plus at least one preferably two other language with fluent level

Language needed:
French, Italian, Spanish, Portuguese, German - optional: Dutch

Record accurately information in the appropriate system and make sure to follow up with the "Off hours" team and specific country team.

This team will specifically work in the
"Off hours" support center that will be based in Hoofddorp - The Netherlands

Additional responsibilities include:

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

System to use :
CMS Next for ticket registration, MyGSS ( technical database), KM ( Knowledge management - instructions and documentation tool), GSR - Service data - GPPM ( Global part master file), _CCC ( customer care calendar -dispatch tool -TBD) _, Log IC, LOGICAL, AHR ( troubleshooting tools)

Core Job Responsibilities
Responsible for implementing and maintaining the effectiveness of the quality system.

The "Off hours" support agents will play the following roles:

Customers Phone support and documentation for: ADD Architect, Alinity, Hematology products and solutions ( Automation TBD )
Work with crossfunctional teams to propose, recommend and provide resolution to issues.
Level I & II support for customer's problem resolution

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

Minimum Experience / Training Required

Clinical laboratory experience and use of Laboratory automated analyzers (preferably Abbott systems)
Study background: Biomedical engineer, Bachelor in Clinical laboratory, Master in Biology / Human Biochemistry