Lab Technical Support Officer

About the role

The Officer, Lab Technical Support acts as the first point of contact for clients and service users, providing support for laboratory-related inquiries through the service desk, email, and call center. The role ensures effective communication between clients and the laboratory, helping maintain service efficiency, timely results delivery, and high customer satisfaction.

Key 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.
• 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.

Required profile

• 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.
• 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.

Required skills

• Experience using service desk systems.
• Experience with call center platforms.
• Experience with laboratory information systems (LIS) (preferred).