Customer Support Specialist

hace 3 días

Cádiz, Cádiz, España ThinkCyte A tiempo completo
Job Summary

ThinkCyte is seeking a highly skilled Customer Technical Support Specialist to join our Field Service team. As a key customer-facing role, the CTSS will be responsible for delivering first-level technical support for instrument-related service and application issues to customers within our North America and Europe operations.

Key Responsibilities
  1. Technical Support: Respond to customer inquiries, identify problems, and troubleshoot instrument issues of basic to moderate complexity with limited assistance.
  2. Documentation: Document customer interactions in a complete and accurate manner through our CRM system.
  3. Education and Training: Participate and successfully complete all required education programs consistent with the job position, maintaining technical proficiency with product evolution.
  4. Customer Satisfaction: Manage a high degree of customer satisfaction by instilling confidence in products and services.
  5. Training and Management: Train and manage outsourced customer service providers to be appointed in North America and Europe.
  6. Communication: Routinely communicate as appropriate to peers, management, and other departments of business opportunities.
  7. Regulatory Compliance: Keep abreast of the basic requirements for regulatory compliance in own area of work and comply with those requirements.
  8. Environmental, Health and Safety (EH&S): Follow EH&S policies and procedures, taking responsibility for safety in the immediate work area.
Requirements
  1. Education: Associates degree desired, or High School diploma combined with a minimum of 2 years of relevant experience providing support in an engineering or manufacturing discipline.
  2. Experience: Prior experience on a helpdesk or similar technical function, ideally with the life sciences industry.
  3. Technical Skills: Basic understanding of PC operating systems, ability to learn other technical operating systems relevant to job scope, basic knowledge of IT, electronics, and mechanics.
  4. Software Knowledge: Working knowledge of data tracking systems such as SAP and/or CRM.

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