Product Support Associate at Cepheid

POSITION SUMMARY:

• 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

TRAINING RESPONSIBILITIES: (REQUIRED)

• Complete all assigned and required training satisfactorily and on time

MINIMUM REQUIREMENTS:
Education and Experience (in years):

• High School degree (or equivalent experience) with 4-6 years of related work experience OR
• Technical Trade Degree with 2-4 years of related work experience.
• High School diploma (or equivalent) with 2-4 years of experience in a call center/service or product support role OR
• B.S. degree or equivalent combination of education and experience may be substituted for required experience

Knowledge and skills:

• Fluent English (written and oral) is required
• 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:

• Available to work different shifts, evenings, weekends, and holidays as necessary
• May include extended computer and telephone work involving repetitive arm/wrist motions
• May include occasional overnight travel

PREFERRED REQUIREMENTS:

• Bachelors degree in Life Science or with work experience in Biotechnology, Clinical Biology or the Medical Device Industry

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.