Product Specialist

Cambridge Cognition Ltd

Summary of Position:

All aspects of customer service, customer satisfaction and customer communications. Support business development, marketing and customers. 

Tasks & Responsibilities:

Customer care:

  • Handling inbound customer communication (email, support requests, calls) across the business (Academic, Pharma, Healthcare) from a Sales, Science, Technical or Finance perspective for initial screening and routing
  • Provide Science, Sales and Technical support to Academic and Healthcare customers
  • Follow up on closed requests to ensure customer satisfaction
  • Facilitate reporting on the volume of requests, the nature, the function and themes to ensure that we proactively respond to customers


  • Product training for Healthcare and Academic customers
  • Provide input into customer technical documentation/product manuals

Business Development Support:

  • Create and maintain templates for customer communications e.g. mail shots, pre-sales and post-sales follow up
  • Maintain bibliography

Sales Support:

  • Support the BD team with the supply of hardware, quotations and Q&A replies
  • Follow-up all resource downloads, e-Commerce opportunities and bibliography registrants
  • Follow up post sale to ensure the product is being embedded; provide product training as required
  • Proactively contact all customers with regard to licence renewals
  • Provide product reports as required


  • Develop a good understanding of the product portfolio
  • Understanding of the setup of iPads – the installation, set up, connection challenges and synchronisation process
  • Understanding of the use of all product hardware and how to assess technical challenges

In-role Expectations:

  • Demonstrable IT capability in the use of Cambridge Cognition systems and data capture tools
  • Objectives and target delivery – ensuring all support queries are responded to within 24 hours
  • Manage and update a knowledge base of support issues


  • Degree in Psychology, Neuroscience or a related science discipline preferred
  • Interest in cognition and neuropsychological testing; basic knowledge of cognitive testing and its applications in diagnostics and treatment research
  • Office based with staggered/flexible hours to offer maximum availability to cover a global customer base
  • Good communication skills – written and verbal
  • Confident communicator
  • Team player and the ability to build rapport both with internal and external customers
  • Attention to detail
  • High level of computer literacy is essential
  • Process driven, has the ability to follow rules and parameters
  • Ability to think critically and logically
  • Strong technical and analytical reasoning

To apply please send a covering letter and CV to No Agencies.

N.B. Cambridge Cognition is not a sponsoring employer and we are therefore unable to consider applications from candidates who are not eligible to work in the UK.

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South East England