Product Support Associate (Day or Swing Shift)

Cepheid - US
Job Location
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Sunnyvalec, CA 94089
Job Description

As a leading molecular diagnostics company, Cepheid improves healthcare by developing, manufacturing, and marketing accurate yet easy-to-use molecular systems and tests. Our solutions deliver a better way for institutions of any size to access the full power of molecular diagnostics.


As the Product Support Associate you will be responsible for providing on demand technical assistance to Cepheid customers on all Cepheid products. In addition, the Product Support Associate will contribute to Global Product Support Excellence by being a first level support interface with customers, field teams, and vendors. This is an entry-level to mid-career position that helps with prompt issue identification, proper routing and escalation, and will act as a central person to provide routine information on product and services. Receives and follows established processes and procedures. This person will report to the North America Technical Support Call Center Manager.


Shift: Day, M-F, day shift with rotating weekends. Or, swing, M-F, with rotating weekends.

  • Respond to inquiries on product offering, process, system, etc., via email, chat and/or phone appropriately.
  • Act as Tier 1, first level, product support to internal and external customers via phone and email.
  • Intake, triage, and escalate more complex scenarios to higher tier Product Support Specialists as appropriate.
  • Contribute to quality compliance through proper and concise documentation of product or technical inquiries.
  • Maintain product knowledge and contribute to process excellence through continuous improvement efforts.
  • Follow SOPs to ensure adequate complaint handling via Complaint Management System.
  • Follow procedures set forth in ISO regulations and QSR for medical devices.
  • High School graduate with 1-3 years of experience in a call center operation, service, or product support role. An Associate's or Bachelor's degree may be substituted for required experience as appropriate. Or, equivalent combination of education and experience to perform at this level.
  • Excellent oral and written communication skills.
  • Highly self-motivated with a strong ability to learn a complex technology platform quickly.
  • Document problems and issues, determine available resources and course of action for resolution. Such actions may include, but are not limited to: tracing shipments, expediting replacement, and initiating exchange of product.
  • Flexibility to work different shifts as needed, days, evenings, and rotating weekends.
  • Able to work in a highly dynamic and fast-paced environment.
  • Able to prioritize workload effectively.
  • Able to build a collaborative work relationship with different groups within the organization.

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