Officer, Lab Technical Support

Job Description

Responsibilities

• Act as the primary point of contact for client inquiries via service desk, email, and call center.
• Manage and resolve service desk tickets while ensuring response and resolution KPIs are met.
• Coordinate with laboratories and external service providers to ensure timely processing of referred tests.
• Monitor pending referral tests and follow up to ensure results are delivered within agreed turnaround times (TAT).
• Liaise with logistics providers to coordinate urgent sample collection and transportation requirements.
• Handle customer complaints and maintain proper documentation and correspondence.
• Generate reports and data for clients and internal stakeholders.
• Monitor special client accounts to ensure timely result delivery and proactive communication.

Qualifications

• Bachelor’s degree in Medical Laboratory Science, Life Sciences, or a related field.
• 1-3 years of experience in laboratory operations, healthcare customer service, or technical support.
• Strong communication and customer service skills with the ability to manage client inquiries professionally.
• Experience using service desk systems, call center platforms, or laboratory information systems (LIS) is preferred.
• Ability to manage multiple requests, prioritize tasks, and meet KPIs in a fast-paced environment.
• Strong attention to detail and ability to work collaboratively with multidisciplinary teams.