Technical Support Specialist at ABB, providing technical assistance to customers and ensuring satisfaction by executing support work. Involves teamwork and technical problem solving.
About the role
- Providing Level 1 technical support for LGC Clinical Diagnostics software applications. Handling customer inquiries and ensuring compliance with quality and regulatory standards.
Responsibilities
- Provide daily technical support to customers in the use of LGC Software applications with a primary focus on IAMQC and MSDRx applications for Quality Measurement Tools.
- Support methods include telephone, e-mail, and online customer meetings.
- Document customer issues, actions, and resolutions within Salesforce Case files.
- Document and advance cases to Level 2 as needed.
- Collaborate with cross-functional teams to manage inquiries and improve processes for efficient and timely responses.
- Align with the Company’s quality system and regulatory requirements pertaining to customer support and complaint handling; maintain the completeness and accuracy of case information.
- Share customer feedback with Product Management, Commercial, and Quality teams.
- Review marketing material for technical accuracy, including user manuals, product brochures, customer communications, and other technical documents.
- Serve as a resource to product development, marketing, and sales teams as needed.
- Manage and track customer inquiries to ensure timely resolution.
Requirements
- Fluency in both written and verbal English and French is required.
- Bachelor’s degree in a field related to life sciences.
- Minimum of 2 years customer support experience.
- Proficiency in software applications, effective issue resolution, troubleshooting, and customer communication.
- Working knowledge of Microsoft Office products (Word, Excel, PowerPoint).
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