Technical Support Representative - Diagnostics

Technical Support Representative - Diagnostics

Here at Hologic it is our purpose to enable healthier lives everywhere, every day. We are driven by our passion to become the global champion for women's health, and our technologies help healthcare professionals make critical decisions with confidence. As a Technical Support Representative at Hologic, you will translate this purpose into action.

You will be the first point of contact for our customers providing professional, empathetic support over the phone and email, helping to resolve technical and application issues quickly and effectively. You will own a solution to the challenges presented and will engage the relevant expertise when you require additional support.

We are looking for people who thrive in a proactive, collaborative environment, have logical mindset, a strong customer focus and ability to learn quickly.

Key Responsibilities

• Respond to inbound calls and emails from users of our diagnostic equipment and ask the right questions to understand issues and apply structured, logical troubleshooting
• Deliver excellent customer support & experience to end-users for both technical and application issues
• Use tools such as Salesforce, ticketing systems and phone platforms to log, track and manage cases
• Follow documentation and complaint-handling procedures to ensure compliance, accuracy and quality
• Collaborate in an open-space, cross-functional environment – working closely with other Technical Support Representatives and Technical Experts
• Escalate complex issues appropriately while maintaining ownership and clear communication with the customer
• Continuously expand your product knowledge via manuals, e-learning and hands-on practice

Knowledge, Skills & Experience

• Italian and English: fluent (spoken and written) – essential. Any additional European language will be advantageous
• Experience in a customer service, helpdesk or technical support role is preferred
• User-level understanding of technical products or equipment
• Ability to prioritise and manage multiple cases simultaneously
• Ability to work effectively in a fast-paced, growing and changing environment
• Ability to work independently, with sense of initiative, great attention to detail and a hands-on approach
• Excellent verbal and written communication skills – clear, professional and customer-focused

So why join Hologic?

We are committed to making Hologic the company where top talent comes to grow. For you to succeed, we want to enable you with the tools and knowledge required and so we provide comprehensive training when you join as well as continued training throughout your career.

We offer a competitive salary and annual bonus scheme, one of our talent partners can discuss this in more detail with you.

If you think you have the right skills and experience and want to join our team, apply today. We can't wait to hear from you!