Technical Support Analyst

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 phone and email. Identify and resolve basic product issues using data collection, troubleshooting, and remote connections to customer systems. Intake, triage, and escalating 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.

The essential requirements of the job include:

Education and Experience:

• 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 & spoken) required.

It would be a plus if you also possess previous experience in: 

• Experience working for or partnering with US-based Life Sciences/Diagnostic/Medical Device Companies is a plus.
• Possess a strong customer-oriented mindset, understanding customer expectations and empathizing with their needs. Exhibit excellent written and verbal communication skills to effectively interact with customers and team members.
• Demonstrate knowledge and use of commercial computer application packages (MS Office) and familiarity with or similar CRM systems. Able 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, 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.

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