Associate Technical Services Specialist

: Overview: Ready to shape the future of science and global health? ATCC, a pioneer in biomaterials manufacturing, is seeking an Associate Technical Service Specialist for a hybrid role in Manassas, VA. The Associate Technical Services Specialist responds to customers in a competent, professional, and timely manner and is mainly responsible for handling technical and scientific inquiries from our customers via Email, phone, and website and maintaining our standards for quality customer service. In this role, you will be the initial contact point for customers seeking technical product support through various communication channels. Your primary responsibilities will include troubleshooting basic technical product-related issues, assessing problem nature, and escalating complex issues as needed. If you have a passion for customer service and a knack for problem-solving, we want you on our team! #LIHybrid Responsibilities:

• Customer Technical Support: Serve as a resource for resolving complex technical inquiries related to the organization's products in the scientific specialty, responding to customer inquiries via various channels, and troubleshooting issues.

• Adherence to Service Goals and Procedures : Maintain adherence to established quality, productivity, and issue resolution strategies, utilizing Standard Operating Procedures and training materials for consistent service delivery.
• Issue Investigation and Escalation: Investigate and record customer inquiries, escalating sophisticated issues to Senior Management while maintaining a log of product issues for escalation and product development teams.
• Continuous Learning and Feedback: Stay updated on products, services, and organizational procedures, providing feedback to Senior Management for decision-making and process improvement while applying organizational policy and procedure to solve routine issues.

Qualifications:

• Bachelor's degree and 0-2 years' experience or equivalent experience.
• Familiarity with troubleshooting technical issues and providing customer service.
• Ability to gather and analyze information to identify the nature of the problem.
• Capability to prioritize tasks and manage time effectively to meet service goals.
• Empathy and patience to handle customer inquiries and resolve issues in a professional manner.

Benefits: We Invest in You

• Health & Wellness:
  • Comprehensive medical coverage and company paid Life Insurance, Disability Insurance & AD&D.
  • Work life balance with Paid Holidays and PTO.
  • Fitness and cell phone subsidies, and additional benefits such as Aflac, legal services, and pet insurance.
  • Employee Assistance Program offering around-the-clock counseling.
• Financial security:
  • 401(a) (6% employer contribution) and 403(b) (2% match) retirement plans.
  • Exceptional career advancement opportunities, recognition, and rewards.
  • Corporate bonus program.
• Mission Focused:
  • Non-profit organization supporting critical life science research
  • We give scientists the tools they need to make discoveries that improve and save lives.
  • Contribute to community involvement and social responsibility.

Join ATCC, where we fuel your success, well-being, and development. We're a mission focused non-profit Equal Opportunity Employer, championing diversity and inclusivity. When you work at ATCC, you become a part of that mission, one we've committed to for almost 100 years. Shape the future of science with us. ATCC is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.