Technical Support Analyst

1 dia atrás


São Paulo, São Paulo, Brasil Danaher Life Sciences Tempo inteiro
Overview

Join to apply for the Technical Support Analyst role at Danaher Life Sciences.

As part of Cepheid, one of Danaher's 15+ operating companies, our work saves lives—and we're united by a shared commitment to innovate for tangible impact. You'll thrive in a culture of belonging where your unique viewpoint matters. By harnessing Danaher's system of continuous improvement, you help turn ideas into impact—innovating at the speed of life. Cepheid focuses on improving health care through fast, accurate molecular diagnostic systems and tests. As a member of our team, you'll have the opportunity to make an immediate, measurable impact on a global scale, within an environment that fosters career growth and development. Our mission drives us to develop groundbreaking solutions for the world's most complex health challenges. Together, we bring more change to the world.

Learn about the Danaher Business System which makes everything possible.

The Customer Service Analyst is responsible for acting as the primary point of contact for customers requiring assistance with Cepheid products. You will provide product support to internal and external customers via phone, email, and the customer portal, serving as the critical first link in Cepheid's Customer Care experience.

This position reports to the Technical Support Manager and is part of the Tier 1 Technical Support team located in Brazil and will be fully remote.

In this role, you will have the opportunity to contribute to customer support operations.

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 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.
Qualifications
  • 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, following complex procedures and processes, analyze complex problems proactively, draw conclusions, and propose precise action plans.
  • English & Portuguese fluency, with excellent written and verbal communication skills to effectively interact with customers and team members.
Desirable
  • Experience working for or partnering with US-based Life Sciences/Diagnostic/Medical Device Companies.
  • Demonstrate knowledge and use of commercial computer application packages (MS Office) and familiarity with or similar CRM systems.
Other
  • May include occasional overnight travel.
  • This role requires working U.S. business hours and may include working on Brazilian holidays.

Cepheid, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it's a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info.

At Cepheid we believe in designing a better, more sustainable workforce. We recognize the benefits of flexible, remote working arrangements for eligible roles and are committed to providing enriching careers, no matter the work arrangement. This position is eligible for a remote work arrangement in which you can work remotely from your home. Additional information about this remote work arrangement will be provided by your interview team. Explore the flexibility and challenge that working for Cepheid can provide.

Join our winning team today. Together, we'll accelerate the real-life impact of tomorrow's science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.

For more information, visit

Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Information Technology
Industries
  • Biotechnology
#J-18808-Ljbffr

  • São Paulo, São Paulo, Brasil Danaher Life Sciences Tempo inteiro

    Technical Support Analyst (Product Support Analyst)Join to apply for the Technical Support Analyst (Product Support Analyst) role at Danaher Life SciencesIn This Role, You Will Have The Opportunity ToTechnical Support and Issue Resolution: Act as the first level of Technical Support, providing product support to internal and external customers via phone and...


  • São Paulo, São Paulo, Brasil Danaher Life Sciences Tempo inteiro

    Technical Support Analyst (Product Support Analyst) Join to apply for the Technical Support Analyst (Product Support Analyst) role at Danaher Life Sciences In This Role, You Will Have The Opportunity To Technical Support and Issue Resolution: Act as the first level of Technical Support, providing product support to internal and external customers via...


  • São Paulo, São Paulo, Brasil LexisNexis Risk Solutions Tempo inteiro

    Customer Service & OperationsJunior Support Analyst As a TSS, you will be the escalation point for advanced technical issues and escalated customer service issues. You will serve as Tier 2 support for the Technical Support Analysts (TSA) and the Technical


  • São Paulo, São Paulo, Brasil RELX Tempo inteiro

    Join to apply for the Junior Support Analyst role at RELX . As a TSS, you will be the escalation point for advanced technical issues and escalated customer service issues. You will support the Technical Support Analysts (TSA) and Technical


  • São Paulo, São Paulo, Brasil Danaher Life Sciences Tempo inteiro

    Overview Join to apply for the Technical Support Analyst role at Danaher Life Sciences . As part of Cepheid, one of Danaher's 15+ operating companies, our work saves lives—and we're united by a shared commitment to innovate for tangible impact. You'll thrive in a culture of belonging where your unique viewpoint matters. By harnessing Danaher's system of...


  • São Paulo, São Paulo, Brasil beBeeApplications Tempo inteiro

    Job Title: Applications Technical Analyst">As a key member of our team, you will play a vital role in ensuring the seamless operation of our applications. You will be responsible for providing technical and business support to users, utilizing your knowledge of apps support procedures and concepts to field issues and queries.],


  • São Paulo, São Paulo, Brasil Cepheid Tempo inteiro

    ResponsibilitiesTechnical 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...


  • 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...


  • São Paulo, São Paulo, Brasil ION Tempo inteiro

    Join to apply for the Trading Support Analyst role at ION Join to apply for the Trading Support Analyst role at ION Get AI-powered advice on this job and more exclusive features. The RoleFidessa's Trading Support Analysts provide functional support for all customer requests across Fidessa's multi-asset product range. This opening has specific focus...


  • São Paulo, São Paulo, Brasil Scylladb Tempo inteiro

    3 days ago Be among the first 25 applicantsGet AI-powered advice on this job and more exclusive features.ScyllaDB is looking for a highly motivated hands-on Technical Support Manager to lead our Global Technical Support team.We are a leading provider of high-performance NoSQL databases, empowering businesses to achieve unparalleled performance, scale, and...