Dedicated Support Expert

7 days ago

Karachi, Sindh, Pakistan beBeeCustomerSupport Full time

We're looking for a Support Specialist to join our team. In this role, you will play a crucial part in delivering exceptional customer service and technical support.

About the Role

This is a fantastic opportunity to work with a global healthcare company that's dedicated to making a difference in people's lives. As a Support Specialist, you'll be the first point of contact for customers and distributors, providing them with timely and accurate information about our products and services.

You will ensure that our diagnostic solutions deliver exceptional impact through responsive service, accurate technical guidance, and trusted partnerships. This will involve maintaining direct contact with customers and distributors, collaborating with internal teams to achieve maintenance service goals, and responding to product-related inquiries and complaints.

Key Responsibilities

  • Maintain direct contact with customers and distributors to provide timely and accurate information about our products and services.

  • Collaborate with internal teams to achieve maintenance service goals and support technical and commercial success.

  • Respond to product-related inquiries and complaints with professionalism and care.

  • Provide prompt tele-remote support and gather and analyze customer feedback to generate insightful reports for internal improvement.

  • Act independently within company policies and serve as a key knowledge resource for colleagues with less experience, offering guidance and mentorship.

  • Work closely with cross-functional teams to deliver solutions that improve customer experience and equipment uptime.

Requirements

To be successful in this role, you will need:

  • A Bachelor's degree in Medical Laboratory Technology or a related scientific field.

  • 1–2 years of practical laboratory experience, preferably in clinical chemistry or immunology.

  • A strong interest in customer-facing support roles, with a focus on relationship building and solution delivery.

  • Good communication and presentation skills and confidence in handling both technical and service-related queries.

  • Proficiency in Microsoft Excel and familiarity with data analysis tools; experience with the CISCO system is a plus.

  • Working knowledge of Cobas 4000/6000, Cobas Pure, or Cobas Pro diagnostic platforms.

  • Availability for a fully office-based position at Roche's Karachi office and comfort working in a structured environment with minimal supervision.

What We Offer

We offer rewarding growth opportunities, a competitive remuneration package, and a collaborative culture where people are united in purpose and empowered to make decisions. We strive for excellence and extraordinary results and take a genuine interest in our people and their well-being.

Taking pride in knowing you can make a difference to millions of patients worldwide in developing diagnostics and treatments for oncology, neuroscience, inflammation, immunology, ophthalmology, rare diseases, respiratory disease, and diabetes.

We are committed to providing an inclusive, safe, secure, and healthy workplace, minimizing any impact on our employees, customers, and the community.

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