Bilingual International Customer Support Representative

Responsibilities

• Provide timely and accurate information to international customers and internal teams via phone, email, and other electronic channels
• Manage a high volume of international customer accounts and their support needs
• Resolve customer inquiries and issues promptly, troubleshoot the issue and identify the root cause, and communicate the resolution clearly and logically
• 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 feedback for process improvements or product enhancements
• Lead or support special projects and other duties as required to meet business needs
• Assist in testing upgrades to and development of new customer service tools
• Stay current with Natera training requirements and assist with mentoring and training new employees on international support processes
• Note this role works with PHI on a regular basis both in paper and electronic form and has access to various technologies to access PHI (paper and electronic) to perform the job

Requirements

• Strong communication skills, with fluency in English and Spanish
• Two‑year degree and/or 4 years minimum of related experience, undergraduate degree preferred
• Previous customer service experience, ideally in the healthcare, biotechnology, or diagnostics industry
• Ability to work independently and as part of a global team
• Excellent problem‑solving skills and attention to detail. Ability to complete tasks in a resourceful and efficient manner
• Proficient in using CRM software and customer support tools