BilingualInternationalCustomerSupportRepresentative

POSITION SUMMARY The International Customer Support Representative provides world-class service to our international customers. This position will serve as the primary point of contact for our international Sales team and international customers. This role will assist healthcare professionals, laboratories, and other internal and external partners to ensure a smooth ordering and reporting process, ensuring a smooth experience throughout the entire customer journey. The ideal candidate will be passionate about providing excellent support and a willingness to quickly learn about our products and services. This role requires the ability to work independently, multi-task, and use critical thinking skills to troubleshoot and resolve issues in a timely manner. PRIMARY RESPONSIBILITIES Provide timely and accurate information to international customers and internal teams via phone, email, and other electronic channels Manage high volume of international customer accounts and their support needs Resolve customer inquiries and issues promptly and communicate the resolution clearly and logically. Troubleshoot the issue and identify the root cause Partner with Sales team counterparts to follow-up on missing information needed to process and report ordered tests Document all customer interactions, communications, actions taken, and follow ups in our customer service applications Collaborate with internal teams such as sales, product development, and lab operations to ensure customer needs are met effectively Coordinate with logistics and shipping teams to resolve any shipping, customs, or delivery issues related to kits or samples Provide training and educational support to our internal teams and customers on test ordering processes Stay updated on the latest company products, services, and processes (including samples required, test turnaround time, required order information, required waivers, etc…) to offer the best support Track and report common customer issues, providing f