Technical Support Analyst

3 semanas atrás

São Paulo, São Paulo, Brasil Cepheid Tempo inteiro
Responsibilities
  • Technical Support and Issue Resolution: Act as the first level of Technical Support, providing product support to internal and external customers via phone and email. Identify and resolve basic product issues using data collection, troubleshooting, and remote connections to customer systems. Intake, triage, and escalate more complex scenarios to the System Support Engineers and Technical Support Specialists as appropriate.
  • Customer Engagement and Documentation: Engage customers to collect and compile detailed information about complaints and document them in the complaint management system. Adhere to quality compliance standards through accurate and concise case documentation. Follow SOPs to ensure adequate complaint handling via the Complaint Management System (Salesforce.com CRM System).
  • Collaboration and Continuous Improvement: Collaborate with Field Service, Sales, Marketing, and Quality Assurance teams to support continuous improvement efforts and deliver the best customer experience. Maintain product knowledge, support continuous improvement efforts, and represent Technical Support on projects and operational teams, communicating findings back to Technical Support. Complete all assigned and required training satisfactorily and on time, and perform additional tasks as assigned by the Technical Support Manager or Supervisor.
Essential requirements
  • Bachelor's degree in Biomedicine, Biology, Biotechnology, Pharmacy, Engineering (Biochemical/ Mechanical/Electrical), and related courses.
  • 1-2 years of related work experience in a customer service, technical support, service, or product support role.
  • Language Skills: English & Portuguese fluency (written and spoken) required.
Nice to have
  • Experience working for or partnering with US-based Life Sciences/Diagnostic/Medical Device Companies is a plus.
  • Strong customer-oriented mindset; ability to understand customer expectations and empathize with their needs. Excellent written and verbal communication skills to effectively interact with customers and team members.
  • Proficiency with MS Office and familiarity with Salesforce.com or similar CRM systems. Ability to follow complex procedures and processes, analyze complex problems proactively, draw conclusions, and propose precise action plans.
Other
  • May include occasional overnight travel.
  • This role requires working U.S. business hours and may include working on Brazilian holidays.

The statements in this description represent typical elements, criteria and general work performed. They are not intended to be an exhaustive list of all responsibilities, duties, and skills for this job.

Cepheid supports flexible, remote working arrangements for eligible roles. This position is eligible for remote work from home. Additional information about this remote work arrangement will be provided by your interview team.

For more information, visit

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