Senior Specialist – Technical Customer Support

Provide high-quality 1st level telephonic technical support to customers.

Resolve technical and application issues, following standard processes and procedures.

Provide second-level technical support or redirect to appropriate resources.

Respond to customer calls, assess requirements, and determine the optimal resolution.

Apply advanced clinical laboratory knowledge to support escalations and troubleshooting.

Monitor and collect customer complaint data to improve customer satisfaction.

Prioritize tasks, meet deadlines, and resolve conflicts to enhance operational efficiency.

Capture CES/CSAT survey feedback and ensure accurate recording in the system.