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Product Support Specialist
2 months ago
Cepheid is seeking a highly skilled and customer-focused Product Support Specialist to join our Tier 1 Technical Support Team. As a key member of our Customer Care team, you will provide exceptional support to internal and external customers, ensuring timely and effective resolution of product-related issues.
Key Responsibilities- Engage with customers to understand their needs and triage critical issues in a timely and efficient manner.
- Utilize data collection, troubleshooting, and remote connection to customer systems to promptly identify and resolve product-related issues.
- Provide accurate and concise product information, resolving routine product complaints and inquiries.
- Document complaints and resulting investigations in our complaint management system.
- Prepare complex cases for escalation and adhere to Quality Management System procedures.
- Maintain product knowledge and contribute to continuous improvement efforts.
- Contribute to quality compliance through accurate and concise case documentation.
- Complete all assigned and required training satisfactorily and on time.
- High School diploma (or equivalent) with multiple years of experience in a call center/service or product support role, or a B.S. degree or equivalent combination of education and experience.
- Fluent Portuguese and English (written and oral) is required.
- Customer-oriented with the ability to understand customer expectations and empathize with customer and patient needs.
- Knowledge and use of commercial computer application packages (MS Office).
- Familiarity with CRM systems (or similar) is a plus.
- Able to follow complex procedures and processes.
- Excellent written and verbal communication skills.
- Curious and self-motivated with the ability to learn a complex technology platform quickly.
- Proactively analyzes situations and proposes appropriate actions.
- Works independently in a structured manner with the ability to prioritize critical tasks.
- Builds collaborative work relationships with different teams, including Field Service, Sales, Marketing, and Quality.
- Thrives in a dynamic and fast-paced environment.
- Bachelor's degree in Life Science or with work experience in Biotechnology, Clinical Biology, or the Medical Device Industry.
Cepheid is a global leader in the development and commercialization of automated molecular diagnostics solutions. Our innovative products enable healthcare professionals to quickly and accurately diagnose infectious diseases, cancer, and other conditions, improving patient outcomes and saving lives. We are committed to accelerating the real-life impact of tomorrow's science and technology, and we are seeking talented individuals to join our team.
