Job Description

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.
  • ...

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