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Agilent Technologies, Inc.

Technical Phone Support Agent

Agilent Technologies, Inc. - Wilmington, DE

Description: Agilent inspires and supports discoveries that advance the quality of life. We provide life science, diagnostic and applied market laboratories worldwide with instruments, services, consumables, applications and expertise. Agilent enables customers to gain the answers and insights they seek –– so they can do what they do best: improve the world around us. Our key markets include pharmaceutical where our solutions play an critical role in disease research and drug discovery, food where we help ensure that our global food supply is free of contaminants, and forensics where we provide robust tools and instruments to analyze and verify evidence at trial and keep the world’s top-performing athletes honest. Information about Agilent is available at

Want to put the theory into practice? This is your opportunity to join the team that delivers remote diagnostic support, technology support, and technical services to our domestic and international customers. In this team, you will learn how to provide assistance for basic technical problems, clarifying and analyzing them to deliver standard technical solutions.

As a Remote Technical Phone Support Agent you will join Agilent Technologies CrossLab Group's Online Technical Support Team, supporting U.S. or Canadian external customers in English and preferably also French language. As an active team member, you will support customers requesting hardware, software and applications assistance with Analytical Products and Solutions and route those customers whom you can't help to the appropriate groups. Our group's organizational goal is that as part of a world-class technical support group, we provide insights to customers at their very first contact. In order to be successful, our response needs to be quick and well-informed.

Description: Qualifications: This position requires at least a Bachelor’s Degree in Chemistry, Biochemistry, Biology, Microbiology or equivalent discipline. You should be eager to build on your technical support ability, telephone skills, and basic industry knowledge. While some experience in customer service, help desk support, chromatography, or analytical chemistry would be advantageous, a positive, solutions-oriented approach and customer focus are what will really drive your success.

Key responsibilities:

• Direct customer contact through phone/email channels; Service Request logging in the Agilent SAP Service CRM system and request routing to the appropriate technical team for handling.

• Assisting in providing sales support for Agilent products and Solutions through partnerships with field service, contract sales, and division personnel.

• Providing basic phone support in problem solving and technical support for our customers.

Key qualifications include:

• Excellent verbal and written communication skills in English.

• Strong attention to detail and follow-through

• A basic understanding of Microsoft Windows Products and TCP/IP networking concepts is desirable.

• Using your knowledge/expertise to deliver quality and timely responses to our customer requests for technical assistance with GC or LC Products and Solutions.

• Logical troubleshooting skills.

• Must be willing to work any of the four US time zone shifts, with specific focus to the Pacific time zone (11am to 8pm Eastern), based on business need.

• May include 5-10% travel at times to attend internal Agilent training classes, customer service call shadowing; may include international travel for training.

• Relevant analytical instrumentation experience in the laboratory with any of Agilent's Gas Chromatography, Liquid Chromatography, or Spectroscopy product lines is desired.

• Ability to speak French is desired.

Agilent Technologies, Inc. is an Equal Employment Opportunity and Affirmative Action employer. We value diversity at all levels. All individuals, regardless of personal characteristics, are encouraged to apply. All qualified applicants will receive consideration for employment without regard to sex, pregnancy, race, religion or religious creed, color, gender, gender identity, gender expression, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status, registered domestic partner status, age, sexual orientation, military or veteran status, protected veteran status, or any other basis protected by federal, state, local law, ordinance, or regulation and will not be discriminated against on these bases.

For more information about equal employment opportunity protections, please view the ‘EEO is the Law’ poster available here:,

Agilent Technologies, Inc., is committed to diversity in the workplace and strives to support candidates with disabilities. If you have a disability and need assistance with any part of the application or interview process or have questions about workplace accessibility, please contact 1-262-754-5030 (US and Canada only) or email [Click Here to Email Your Resumé]. EOE AA M/F/Vet/Disability Qualifications:

Job Requirements

13 days 4 hours ago

Agilent Technologies, Inc.


Technical Phone Support Agent Agilent Technologies, Inc. - Wilmington, DE, United States


Location: Wilmington, DE

Company Profile:
Agilent is a leader in life sciences, diagnostics and applied chemical markets. The company provides laboratories worldwide with instruments, services, consumables, applications and expertise, enabling customers to gain the insights they seek. Agilent’s expertise and trusted collaboration give them the highest confidence in our solutions. Agilent focuses its expertise on six key markets, where we help our customers achieve their goals: