Product Support Associate - Technical Customer Support

About the role

Cepheid is hiring a Product Support Associate in Morocco to serve as the main point of contact for customers across Africa needing technical help with Cepheid products and solutions. Working as part of the Tier 1 Technical Support Team, the associate supports internal and external customers by phone, email, web platforms and remote tools, and reports to the Senior Manager, Customer Support Solutions Africa. The start date is 1 December 2026.

Key responsibilities

• Engage customers to understand the nature and urgency of their requests and triage critical issues.
• Collect, analyse and document complaints and technical concerns, and perform initial troubleshooting and diagnostics using product knowledge and remote tools.
• Provide product information, technical guidance and resolutions for routine inquiries and complaints.
• Record complaints, investigations and resolutions in the complaint management system, and escalate complex cases with complete documentation to higher support tiers.
• Monitor case progress and follow up with customers in a timely way.
• Follow Quality Management System (QMS) procedures and regulatory requirements, and recommend corrective actions on recurring issues.
• Keep customer information confidential and stay up to date on Cepheid products, workflows and support processes.
• Complete all assigned training programs on time and take part in ongoing professional development.

Required profile

• Bachelor's degree in Biomedical Technology, Medical Laboratory Science, Biotechnology, Life Sciences, Healthcare or a related field preferred; alternatively a diploma or equivalent in a healthcare, medical, scientific or technical field with relevant customer support or laboratory experience.
• Experience in customer support, technical support, laboratory diagnostics, healthcare or medical devices preferred; remote customer support experience is advantageous.
• Fluent English, written and spoken; proficiency in French and/or Arabic.
• Ability to communicate with customers across diverse cultures and regions.
• Limited travel across Africa may be required for training, meetings and customer activities.

Required skills

• Microsoft Office (Word, Excel, Outlook, PowerPoint).
• Familiarity with Salesforce.com or similar CRM systems is advantageous.
• Strong troubleshooting, analytical and problem-solving skills.
• Clear explanation of technical information to technical and non-technical audiences.