Associate Technical Services Specialist
- 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.
- 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.
- 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.
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