Product Support Associate

Job Location: Morocco

Job Profile (Level-Job Family): T2- Technical Customer Support

Manager: Senior Manager, Customer Support Solutions Africa

Start Date: 1 December 2026

Position Summary

The Product Support Associate serves as the primary point of contact for customers across the Africa region requiring technical assistance with Cepheid products and solutions. As a member of the Tier 1 Technical Support Team, this role provides technical product support to both internal and external customers via telephone, email, web-based platforms, and remote support tools.

The Product Support Associate plays a critical role in delivering an exceptional customer experience by promptly addressing customer inquiries, troubleshooting technical issues, documenting complaints accurately, and ensuring timely escalation of complex cases. The position requires strong customer focus, effective communication skills, and the ability