Service Support Representative

Onsite- Monday thru Friday 8am-5pm

Key responsibilities include:
Monitor designated customer support channels and triage incoming external customer inquiries in a timely manner.
Log inquiries into the appropriate systems and capture complete customer, product, serial number, site, and request information.
Assess the nature of each request and direct inquiries to the appropriate Service, Technical Support, Quality, Commercial, Order Management, or other internal team.
Facilitate customer complaint intake by gathering required information and routing the complaint through the established quality process.
Facilitate return material authorization (RMA) intake for repair, calibration, evaluation, or return requests and coordinate required information for processing.
Respond to general information and status requests when information is available and escalate requests requiring specialized support.
Acknowledge customer requests, communicate next steps, and follow up on open items until ownership has been successfully transferred or the request is resolved.
Identify urgent, critical, or time-sensitive customer issues and escalate them to the appropriate team or manager.
Maintain accurate inquiry records and support reporting, process documentation, and other assignments or projects as directed by the supervisor.




Education
Preferred: Bachelor's Degree preferred with 1-3 years' experience.




Experience
Experience in the Biotech/Pharma fields a plus
Prior customer service experience
Knowledgeable with MS Office
Experience working with different ERPs
Salesforce experience




Knowledge, Skills, Abilities
Able to solve problems, assess requests and understand when to escalate
Strong attention to detail and ability to accurately document customer information
Ability to work well under deadlines and multitask
Excellent verbal and written communication skills.