Customer Service Technical Analyst

Description

**Job Details** -------------------- **About the Brand:** **Hermes Pardini** has operated for over 65 years in **Minas Gerais**, establishing itself as a reference in **Clinical Analyses, Imaging Exams, and Vaccines**. Its trajectory is marked by delivering services with precision, responsibility, and technical rigor. With units in **Belo Horizonte, Nova Lima, Betim, Caeté, Contagem, Ibirite, Lagoa Santa, Pedro Leopoldo, Ribeirão das Neves, Sabará, Santa Luzia, Sete Lagoas, Vespasiano \- MG**, Hermes Pardini is part of the **Fleury Group**, one of **Brazil’s most respected diagnostic medicine and healthcare companies**, reinforcing its commitment to excellence, innovation, and care for people. **Key Challenges for This Role and Area:** This person will align with the Fleury Group’s strategic business vision, contributing to building an integrated, preventive, and hybrid healthcare ecosystem, with a primary focus on caring for people. If you are interested in joining this purpose and wish to stay ahead of market trends, come join us! **Main Responsibilities:** * Analyze and clarify doubts raised by internal customer service teams, sales executives, affiliated laboratories, and prescribing physicians, aiming to ensure understanding of high-complexity exam methodologies offered by Fleury Group brands; * Guide affiliated laboratories on analysis methods and exam guidance for the specialty served, via phone calls and digital channels; * Minimize doubts from customer service store teams regarding registration issues and analysis of exam orders for the specialty served, through continuous updates to the exam help system across all technical departments and via telephone clarifications; * Support technical advisors and sales executives by clarifying doubts about high-complexity exams provided to affiliated laboratories; * Analyze the service flow for the specialty monitored and propose improvements to enhance customer experience; * Contribute to continuous improvement projects for services delivered to affiliated laboratories and internal customers, aligned with company-defined strategies; * Ensure Customer Service teams and other internal customers maintain up-to-date knowledge through technical training sessions; * Support internal and external knowledge management by reviewing and updating manuals, product slides, and other promotional materials used in commercial campaigns; * Provide active pre\-analytical guidance when necessary; * Correct demographic data upon request from L2L clients, in accordance with guidelines defined in the relevant document. **We Are Looking For Someone Who Has:** * Bachelor’s degree completed in Pharmacy Biochemistry, Biomedicine, or Biological Sciences. * Experience in the laboratory field; * Intermediate-level Office suite proficiency; * Basic English proficiency; * Advanced knowledge of clinical analyses, anatomical pathology, and molecular biology exams; * Strong listening skills, flexibility, dynamism, proactivity, and effective communication. Before applying, please verify that you meet the requirements and resonate with our purpose. **Our Essence Inspires Our Daily Work — Therefore, We Seek People Passionate About What They Do, Who:** * Foster a knowledge-sharing environment, exchanging experiences and enabling interdependence among teams; * Remain in constant motion, investing in self-development and acting as facilitators for others’ growth; * Pursue social awareness of diversity and inclusion, cooperating to build a collaborative environment; * Identify and anticipate customer needs, promptly acting to deliver appropriate and personalized solutions; * Plan and execute work with excellence to achieve expected results, guided by innovation and agility; * Generate and implement new ideas, continuously seeking improvements to experiment with novel approaches and adapt to market changes. **Job Information:** Work Model: Remote. Workload: 220 hours per month. Schedule: Monday to Friday. Working Hours: 08:00 AM to 5:12 PM. **We Care for You at Every Stage of Your Journey!** **Health and Well\-being:** * Medical and dental assistance for you and your family; * On-site clinic with medical consultation or telemedicine services; * Specialized care pathways: pregnancy, adoption, obesity, oncology, among others; * Access to the OrienteMe platform for therapy sessions and nutritional guidance; * Extended maternity and paternity leave; * Access to Wellhub for sports activities and quality-of-life programs. **Protection and Stability:** * Private pension plan; * Profit-sharing program; * Life insurance. **Everyday Convenience:** * Food allowance; * Meal voucher; * Transportation voucher; * Daycare assistance; * Discount club offering benefits with stores, pharmacies, travel agencies, beauty services, culture, leisure, and other services. **Development and Education:** * E-learning platform; * Educational partnerships offering discounts on courses and institutions. **Here, care goes beyond benefits — it is present in every moment of your journey.** We promote an inclusive culture focused on equity and valuing differences. **Our job openings are open to all individuals, and, symbolizing our intentionality, we offer affirmative opportunities.** Our commitment goes beyond compliance with legislation promoting diversity and inclusion. **We actively work to expand representation across race, ethnicity, gender, generations, people with disabilities, and LGBTQIAPN\+, as well as strengthen representation of Black women, Indigenous peoples, and family heads.** To learn more about the Fleury Group, visit: **https://carreiras.grupofleury.com.br/** **The Fleury Group states that participation in its selection processes is free of charge, and no third-party company is authorized to charge fees for applications, training, educational materials, or any other related expenses.** **Requirements** -------------- ### **Minimum Education Level** **Completed High School (Secondary Education)**