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Technical Support Specialist

2 meses atrás

São Paulo, São Paulo, Brasil Cepheid Tempo inteiro

Job Summary:

We are seeking a highly skilled Technical Support Analyst to join our team at Cepheid. As a Technical Support Analyst, you will be responsible for providing exceptional customer support and resolving technical issues in a timely and professional manner.

Key Responsibilities:

  • Technical Support and Issue Resolution: Provide technical support to internal and external customers via phone and email, identifying and resolving basic product issues using data collection, troubleshooting, and remote connections to customer systems.
  • Customer Engagement and Documentation: Engage customers to collect and compile detailed information about complaints and document them in the complaint management system, adhering to quality compliance standards through accurate and concise case documentation.
  • 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, maintaining product knowledge and representing Technical Support on projects and operational teams.

Requirements:

  • Education and Experience: Bachelor's degree in Biomedicine, Biology, Biotechnology, Pharmacy, Engineering (Biochemical/Mechanical/Electrical), and related courses, with 1-2 years of related work experience in a customer service, technical support, service, or product support role.
  • Language Skills: English & Portuguese Fluency (written & spoken) required, with Spanish a plus.
  • Preferred Knowledge and Skills: Possess a strong customer-oriented mindset, excellent written and verbal communication skills, and knowledge of commercial computer application packages (MS Office) and familiarity with CRM systems.

About Cepheid:

Cepheid is a global leader in the development and commercialization of automated molecular diagnostic systems, tests, and supplies. We are committed to delivering innovative solutions that improve patient outcomes and save lives.