Helpdesk Agent

Help in shaping the future of healthcare with your innovation in this Helpdesk Agent role and assist in making a change within the medical devices space!

Proclinical is seeking a Help Desk Service Agent to provide first-level remote technical support for customers using diagnostic equipment. In this role, you will troubleshoot technical issues, document cases accurately, and escalate complex problems to specialized teams when necessary. This position is vital in ensuring minimal system downtime, enhancing customer satisfaction, and maintaining compliance with service-level agreements (SLAs).

Responsibilities:

• Respond promptly to customer inquiries via phone, email, chat, or ticketing systems.
• Troubleshoot hardware, software, reagent, and workflow issues at the first level.
• Guide customers through diagnostic steps, error code interpretation, and basic corrective actions.
• Prioritize and manage cases based on urgency and SLAs.
• Conduct remote diagnostic sessions when applicable.
• Accurately log all service requests and updates in ERP-CRM-FSM platforms.
• Escalate unresolved cases to Field Service Engineers (FSEs), Field Service Application Specialists (FSAs), or Product Management.
• Communicate professionally with customers regarding case status, next steps, and resolution timelines.
• Collaborate with cross-functional teams to ensure efficient issue resolution.
• Monitor hotline performance metrics and generate reports on trends and KPIs.
• Adhere to internal SOPs, regulatory requirements, and ISO 13485 standards.
• Contribute to the development of troubleshooting guides and knowledge-base materials.

Key Skills and Requirements:

• Experience in technical support, customer service, or diagnostic equipment service roles.
• Proficiency in troubleshooting laboratory equipment, medical devices, or technical software.
• Strong communication and customer-handling skills.
• Familiarity with IVD analyzers, LIS systems, middleware connectivity, and remote diagnostic tools.
• Understanding of laboratory workflows, quality control, and reagent use.
• Knowledge of ISO 13485 documentation and medical device regulations.
• Excellent analytical and problem-solving abilities.
• Attention to detail, disciplined documentation practices, and a customer-focused mindset.

If you are having difficulty in applying or if you have any questions, please contact Antoine Mortiaux at a.mortiaux@proclinical.com.

If you are interested in applying to this exciting opportunity, then please click 'Apply' or to speak to one of our specialists please request a call back at the top of this page.

Proclinical is a leading life sciences recruiter focused on finding exceptional people and matching them with the finest positions across the globe. Proclinical is acting as an Employment Agency in relation to this vacancy.

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