Senior Specialist - Technical Customer Support

Roles and Responsibilities

• Provide first-level telephonic technical support to customers and resolve technical or application issues.
• Follow established processes and procedures to ensure service consistency.
• Provide second-level support or redirect issues to the appropriate resources when necessary.
• Respond to customer calls, assess requirements, and determine the best solutions.
• Troubleshoot customer problems effectively to achieve optimal resolution rates.
• Apply clinical laboratory knowledge to support customer escalations and troubleshooting.
• Monitor and collect customer complaint data to improve customer satisfaction.
• Prioritize tasks and work within deadlines.
• Use logical and creative problem-solving techniques to resolve issues.
• Handle internal and external conflicts professionally and convert them into improvement opportunities.
• Collect and record CES/CSAT feedback from customers and update the system regularly.