Product Support Associate

Compensation

: $102,490.00 - $61,940.00 /year *

Employment Type

: Full-Time

Industry

: Customer Service/Call Center



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As part of the expansion of our Technical Support Team, Cepheid is looking for associates to
provide early-day support for our US East Coast Customers. The Product Support Associate is
the primary point of contact for customers requiring assistance with Cepheid products. As a
member of the Tier 1 Technical Support Team, you provide product support to internal and
external customers via phone, email and web serving as the critical first link in Cepheid s
Customer Care experience.

ESSENTIAL JOB RESPONSIBILITIES:

  • Engage customers to understand the nature of their request and triage critical issues
  • Promptly identify the issue through data collection, troubleshooting and remote connection to customer systems
  • Provide basic product information and resolve routine product complaints and inquiries
  • Document complaints and resulting investigations in the complaint management system
  • Prepare more complex cases for escalation
  • Adhere to Quality Management System procedures
  • Maintain product knowledge and support continuous improvement efforts
  • Contribute to quality compliance through accurate and concise case documentation
  • Complete all assigned and required training satisfactorily and on time
  • Performs additional tasks as assigned by the Technical Support Manager or Supervisor

MINIMUM REQUIREMENTS:

Education and Experience:

  • High School diploma (or equivalent) with 2-4 years of experience in a call center/service or product support role OR
  • AA or Technical Trad Degree with 1-2 years of related work experience
  • Preferred: Bachelor s degree in Life Science or with work experience in Biotechnology, Medical Device Industry or Medical Technology (or equivalent)

Knowledge and skills:

  • Fluent English (written and oral) is required (additional languages would be an advantage French, Spanish, Portuguese)
  • Customer oriented understands customer expectations and can empathize with customer & patient needs
  • Knowledge and use of commercial computer application packages (MS Office)
  • Familiarity with SalesForce.com (or similar CRM System) a plus
  • Able to follow complex procedures and processes
  • Excellent written and verbal communication skills
  • Curious & self-motivated with ability to learn a complex technology platform quickly
  • Proactively analyzes situations and propose 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

Other:

  • Able to work shifts, starting as early as 3 AM PST or ending as late as 11 PM PST
  • Available to work weekends and holidays on a rotational basis
  • Must have a suitable home or remote work environment (High Speed Internet)
  • May include extended computer and telephone work involving repetitive arm/wrist motions
  • May include occasional overnight travel

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.

Danaher Corporation and all Danaher Companies are equal opportunity employers that evaluate qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity, or other characteristics protected by law. The EEO is the Law poster is available here.



Job Requirements:

Associated topics: lab, molecular, pathology, sample collection, services, technician, technician i, technician ii, technician lab, testing * The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.

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