Regional Technical Customer Support - L1 (Application Specialist)

Role Summary:

Responsible for delivering application-level support to customers by ensuring optimal product usage, workflow adherence, and overall customer experience. The role focuses on understanding customer needs, providing guidance on assay usage and best practices, and supporting effective adoption of systems within defined application scope.

Job descriptions:

• Manage and analyse incoming customer application and usage-related requests end-to-end, from intake to closure
• Qualify, prioritize, and assess requests based on customer impact, clinical relevance, and operational needs
• Provide remote support by guiding customers on product usage, workflows, and best practices
• Define and coordinate follow-up actions, including collaboration with relevant support functions when needed
• Ensure accurate and complete documentation of all cases and customer interactions in the system
• Escalate complex or unresolved application or product-related issues to L2 or relevant experts with full context
• Communicate proactively with customers and internal stakeholders on case status and next steps
• Provide application guidance and support to ensure optimal product usage and customer experience
• Identify potential service or commercial opportunities and relay them to commercial teams
• Maintain and update knowledge base with application insights and best practices
• Identify recurring usage issues and contribute to improvements in processes, training, or service delivery

Skills:

• Solid understanding of IVD diagnostic principles and industry standards, with the ability to apply this knowledge to support effective product usage and customer workflows
• Basic understanding of technical and operational processes, enabling initial issue clarification and appropriate routing or escalation
• Familiarity with regulatory requirements and standard procedures, ensuring compliant and consistent service delivery
• Ability to provide clear and structured guidance to customers, contributing to reliable support and timely resolution of application-related issues
• Strong analytical and communication skills to understand customer needs and translate them into actionable recommendations within the support center environment
• Good command of English

Educational Qualification:

BSc. / MSc. In the required field

Desirable Qualification:

BE/B.Tech in the above-mentioned disciplines with additional certifications in customer support, diagnostics, or related technical training.

Experience:

3- 5 years of relevant experience in the In Vitro Diagnostics (IVD) industry, preferably in a customer-facing technical support or service coordination role. Experience with CRM tools and remote troubleshooting platforms is a plus.