Customer Support Center Specialists

Role purpose

The Technical Customer Support agent is responsible for providing first-line technical support to customers by promptly and accurately analyzing and resolving service requests. This role applies general knowledge of the different bioMérieux product lines and then acquires specific expertise in particular franchises, generally obtained through advanced education, and operates with greater autonomy. The specialist assists customers in understanding and maximizing the use of bioMérieux products, escalates more complex issues when necessary, and ensures proper documentation of all interactions.

Key responsibilities

Technical Support & Troubleshooting

• Analyze and troubleshoot technical requests, delivering accurate and timely resolutions.
• Provide product and technical expertise to customers, ensuring they maximize the value of their bioMérieux solutions.
• Escalate unresolved or complex issues to higher-level support or management as needed.

Customer Interaction & Collaboration

• Collaborate with cross-functional internal teams to address customer concerns and ensure customer satisfaction.
• Share information and collaborate with others in bioMérieux to find solutions through effective communication.
• Demonstrate flexibility and willingness to occasionally compromise when working with partners or external stakeholders.

Documentation & Compliance

• Document and maintain accurate records of customer interactions, troubleshooting steps, and resolutions in the appropriate systems.
• Follow established procedures, guidelines, and service-level agreements to ensure consistent and high-quality support.

Knowledge & Continuous Improvement

• Develop and maintain knowledge of product specifications, applications, and common technical issues.

Studies & Experiences : 

• Bachelor’s degree in Biochemist, Biology, Biotechnology.
• Expected 2-3 years of experience in Technical Support, Customer service, or Laboratory environments.
• Familiarity with diagnostic equipment or laboratory workflows is an asset.

Skills: 

• Analytical and problem-solving abilities.
• Effective communication skills, both written and verbal.
• Ability to work collaboratively in a multicultural team environment.
• Customer-oriented mindset with a proactive and service-focused attitude.
• Ability to follow structured procedures and escalate issues appropriately.
• Ability to work under supervision while gradually increasing autonomy.

🎁 ¿Qué Beneficios te esperan?

• Prepaga: Swiss Medical Plan SMG 50
• Semana adicional de vacaciones
• SportClub Plan Total: 50% de descuento
• Movistar: planes con descuentos especiales
• Día libre por cumpleaños
• Días libres entre fiestas (Navidad o Año Nuevo)
• Bono anual por desempeño
• Comedor en planta (almuerzo cubierto los 2 días de presencialidad)
• Monto compensatorio por gastos de internet
• Clases de inglés in company