Job Summary
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Assist in providing support for applications related to the Clinical Diagnostics sector in Clinical Laboratories. The candidate should demonstrate good communication skills, as they will interact with different profiles, including help desk staff, technical specialists, commercial teams, and managers. The role is mainly focused on service desk software support tasks.
Key Accountabilities
•Assist in handling inquiries from colleagues and customers via phone and electronic channels.
•Support the use of internal systems and tools to manage incoming requests.
•Help maintain accurate records of customer interactions, inquiries, and actions taken.
•Learn to identify customer needs and contribute to achieving customer satisfaction.
•Assist in processing basic orders, forms, applications, and requests.
•Support the handling of customer issues by suggesting solutions and following up under supervision.
•Help organize tasks and workflow to meet customer timelines.
•Assist in opening, tracking, and closing service requests.
•Escalate unresolved issues to senior team members or appropriate internal teams.
•Support the preparation and distribution of customer activity reports.
•Provide initial assistance to customers and help identify the reason for contact.
•Follow established communication procedures, guidelines, and policies.
•Build positive working relationships through effective and professional communication.
•Collaborate with team members, including Area Colleagues, Product Managers, and manufacturers.
•Show willingness to learn and actively engage with customers.
•Provide feedback and suggestions to improve customer service processes.
•Continuously learn and develop knowledge of applications and tools.
Networking/Key relationships
•Interactions with our colleagues of Service department (FSE and TSS)
•Marketing Hemostasis (PM, TCE, Managers and KAM)
•SI&S
•IT Operations
•Corporate Supply Chain
•Customer Service
•QA
Minimum Knowledge & Experience required for the position:
•Education: Currently pursuing a Bachelor's degree in Computer Science, Engineering, or a related field.
•Experience: No required.
•Language: Spanish.
Skills & Capabilities:
The ideal candidate for this position will exhibit the following skills and competencies:
•Interpersonal capabilities in a service desk.
•Team working.
•Eagerness to learn and develop professionally.
•Honesty and commitment. xohynlm
Travel requirements:
No required.