Service Support Representative

Service Support Representative
Location: Santa Clara, CA 95054 | Contract | Onsite, Mon-Fri 8am 5pm

About the Role
Join a dynamic team at the forefront of biotech and pharma support. As a Service Support Representative, you will be the critical link between our customers and internal teams, ensuring an exceptional experience from initial inquiry to resolution. This is your opportunity to sharpen your customer service expertise, collaborate cross-functionally, and gain hands-on exposure to the biotech industry.

Responsibilities

- Serve as the primary contact for external customer inquiries via designated support channels
- Accurately log and document customer, product, serial number, site, and request details
- Assess and triage requests, ensuring prompt routing to Service, Technical Support, Quality, Commercial, or Order Management teams
- Facilitate intake and processing of customer complaints and return material authorization (RMA) requests
- Respond to general information and status requests, escalating as needed for specialized support
- Maintain timely communication with customers, providing next steps and following up until resolution
- Identify urgent issues and escalate to relevant teams or management
- Support reporting, process documentation, and special projects as assigned

Required Skills and Experience

- 2 5 years of customer service experience
- Strong problem-solving and multitasking skills
- Proficient in MS Office
- Detail-oriented with excellent verbal and written communication skills
- Experience documenting customer interactions and managing inquiries under deadlines

Preferred Skills

- Bachelor s Degree
- Experience in Biotech or Pharma sectors
- Familiarity with ERP systems
- Salesforce experience

Benefits

- Career growth in a leading-edge, fast-paced biotech environment
- Collaborative and supportive team culture
- Opportunity to expand your skills with cross-functional exposure

How to Apply
Take the next step in your customer service career! Submit your resume today to join a team committed to delivering outstanding customer experiences in the heart of Silicon Valley.

(JSON format)