Bilingual Call Center Representative

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🕒 July 20

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Gotham Biotech

WebsiteLinkedInAll Job Openings

2 - 10 employees

🧬 Biotechnology

🏥 Healthcare

Biotechnology • Healthcare

Gotham Biotech is a medical diagnostics company based in Gray, Maine that develops rapid, non‑invasive immunoassay kits. The company markets ELISA/EIA antigen detection kits for fungal infections (examples include a Histoplasma urinary antigen EIA kit and Blastomyces dermatitidis antigen tests for urine and serum), and conducts collaborative evaluations and research on its assays. Gotham Biotech focuses on laboratory diagnostic products for infectious disease detection and related research collaborations.

📋 Description

• Provide first-line technical and customer service support via phone, email, and chat to resolve inquiries in both English and Spanish. • Troubleshoot and resolve customer issues related to software applications, account access, and system errors using established technical support processes. • Manage and maintain accurate customer account records using SAP-NetWeaver AS and other internal CRM systems. • Proactively identify and escalate complex issues to appropriate departments while maintaining clear communication with customers throughout resolution. • Deliver personalized support to enhance customer experience and build long-term client satisfaction and loyalty. • Participate in continuous improvement initiatives by identifying process gaps, suggesting enhancements, and contributing to service optimization. • Utilize Microsoft Office Suite to generate reports, document interactions, and support internal operations. • Maintain up-to-date knowledge of company products, services, and policies to ensure accurate and consistent customer communication. • Collaborate with cross-functional teams to ensure timely resolution of customer issues and improve overall service delivery.

🎯 Requirements

• High School Diploma or equivalent; associate’s degree or relevant certification preferred. • Proven experience in customer service, technical support, or account management roles. • Fluent in both English and Spanish (written and spoken) with the ability to switch seamlessly between languages. • Strong troubleshooting and problem-solving skills with the ability to analyze issues and implement effective solutions. • Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and experience with SAP-NetWeaver AS or similar ERP systems. • Demonstrated ability to manage multiple tasks efficiently in a fast-paced call center environment. • Experience with customer experience (CX) principles and a commitment to delivering high-quality service. • Knowledge of continuous improvement methodologies and a proactive mindset toward process optimization. • Excellent communication, interpersonal, and active listening skills. • Ability to work independently and as part of a team in a remote or hybrid work setting.