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Product Support Specialist
2 semanas atrás
As a Technical Support Analyst, you will serve as the primary point of contact for customers seeking technical assistance.
- Technical Support and Issue Resolution: Utilize data collection, troubleshooting, and remote connections to identify and resolve product issues. Escalate complex scenarios to System Support Engineers and Technical Support Specialists when necessary.
- Customer Engagement and Documentation: Engage with customers to gather detailed information about complaints and document them accurately in the complaint management system.
- Collaboration and Continuous Improvement: Collaborate with internal teams to support continuous improvement efforts and deliver exceptional customer experiences.
Bachelor's degree in Biomedicine, Biology, Biotechnology, or related fields. 1-2 years of experience in customer service, technical support, or related roles.
English & Portuguese fluency required.
Desirable Skills- Prior experience working with US-based Life Sciences/Diagnostic/Medical Device Companies is advantageous.
- A strong customer-oriented mindset, understanding customer expectations and empathizing with their needs.
- Knowledge of commercial computer application packages (MS Office) and familiarity with CRM systems.
May include occasional overnight travel and working U.S. business hours, which may also require working on Brazilian holidays.
