Customer Support Specialist I

As a global leader in radiation safety, detection and measurement, Mirion Technologies is advancing radiation safety through innovative technologies and solutions.

The basic function of the Customer Support Specialist I is to support Certrec customers and internal staff by responding to inquiries, managing access-related requests, assisting with document and workflow tasks, and ensuring timely and accurate processing of customer support activities. The Customer Support Specialist I reports to the Customer Support & Data Services Manager and works closely with team members to deliver high-quality service and operational support. It is expected that the Customer Support Specialist I will support in the following areas:

• Providing timely support through phone, chat, and email interactions
• Processing access requests and account-related updates
• Supporting internal workflows and document preparation needs
• Assisting with reporting, data entry, and content updates as assigned

DUTIES AND RESPONSIBILITIES

The essential functions of the Customer Support Specialist I include, but are not limited to:

• Greeting visitors by answering the door and assisting them as needed.
• Answer all incoming phone calls and provide direct support to callers.
• Respond to customers through Live Chat, addressing questions and resolving issues in real time.
• Process access-related requests, including unlocking accounts and completing re-verification steps for internal applications.
• Review and respond to contact requests submitted through Certrec.com.
• Generate reports for internal teams and external clients.
• Support TaktixWF operations, including formatting and preparing proposals, résumés, contracts, and letters for internal use.
• Create CATS Groups as needed to support workflows.
• Assist with guideline workflows, ensuring documents and tasks move through the proper steps.
• Research and resolve email delivery issues, including reviewing bounce-back reports and documenting corrective actions.
• Support Certrec Academy and CIMS updates, including correcting outdated references in training materials.
• Review and respond to CertrecTV feedback emails, documenting issues or addressing needs directly.
• Manage file transfer and document-sharing sites used for client and internal exchanges.
• Process and archive training records to maintain accurate documentation.
• Update RegSource email subscriptions in Amazon WorkMail as needed.
• Monitor and manage the Support shared inbox, creating and assigning customer support tickets.
• Perform other duties as assigned to support customer service and operational needs.

Skills, Knowledge, and Abilities

• Communication Skills: Ability to clearly communicate verbally and in writing in English.
• Multi-tasking: Ability to manage multiple assignments simultaneously in a fast-paced environment.
• Interpersonal Skills: Team player with the ability to interface effectively with internal staff and clients.
• Computers & Software: Basic working knowledge of Microsoft Excel, Outlook, and Word, along with the ability to learn company systems and web-based tools.
• Must be able to work independently with some oversight or within a team environment.

Education

• Required:
  • A high school diploma or higher.

Experience

• Required:
  • 0-2 years of experience in customer support, administrative support, or related activities.

Physical Requirements

• Ability to remain in a stationary position for long periods while working at a computer.
• Ability to operate a computer and other standard office equipment.
• Ability to occasionally move about the office as needed, if working on site.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.