Customer Support Specialist

Luminex CorporationAustin, Texas3M ago

The Customer Support Specialist receives customer inquiries and complaints, documents communication, and manages the customer’s expectations. The Customer Support Specialist will provide basic hardware support to customers and

escalate the case to Technical Support when required. The Customer Support Specialist will document all customer communication, and assist Technical Support with investigations for issue resolution as needed. The Customer Support Specialist will coordinate with other departments, as needed, to make sure the customer’s issues are resolved. The Customer Support Specialist will also work to identify creative ways to retain and promote customer growth. 

 

Key Responsibilities of the Job:

• Classifies incoming communication from customers, partners, and distributors

• Addresses customers issues/concerns and resolves these in a timely manner by managing the customer expectations and coordinating intervention when necessary

• Demonstrate dedication to high quality customer service

• Identify, recommend and implement process improvements for the Customer Experience

• Interacts with various internal and external groups to facilitate the resolution of inquiries and complaints

• Ensures customer satisfaction by receiving and working basic hardware complaints and inquiries, resolving issues or triaging to the appropriate resource to achieve resolution

• Responsible for managing workload and scheduling to ensure goals and deadlines are met 

• Document all customer calls, emails, and interactions in the call center database

• Contribute to the Knowledge Management database 

• Updates the customer Install Base as necessary 

• Coordinate with other departments for customer management and issue resolution 

• Assist Technical Applications Specialists/Engineers in basic hardware complaint handling 

• Other related duties as assigned  


Required Education/Training and Experience: 

• Bachelor’s Degree and 2 years of related experience

or Bachelor’s Degree in Biology, Molecular Biology, or similar discipline with 1 year related experience

• Ability to communicate effectively to a variety of audiences 

• 2 years related experience

• Minimum 2 years of experience in a Customer Service role

• Experience working in FDA regulated environment is preferred 

• Experience working with an enterprise CRM system; Salesforce is preferred

• Experience working independently in a fast-paced environment with rapidly changing priorities 


Required Certifications/License/Special Skills: 

• Excellent interpersonal, written and verbal communication skills

• Significant Customer Service experience required 

• Highly developed communication, organizational and time management skills 

• Ability to communicate with customers effectively by going "above and beyond" 

• Ability to handle the pressure of meeting tight deadlines 

• Ability to pay attention to detail and thoroughly document communications

• Ability to work as a team player and monitor tasks from other teams to completion 


WORKING CONDITIONS

• Must work onsite at Luminex office at least 90% of the time

• Travel may be required approximately: 10% of the time

• Ability to handle pressure of meeting tight deadlines

• Work is normally performed in a typical office environment

• Frequent work in high energy environment in direct contact with others


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