We are seeking a Service Support Specialist to assist in providing exceptional service to our customers (both internal and external). This position involves supporting the service center team with various administrative, technical, and customer-facing tasks. The ideal candidate will have strong communication and problem‑solving skills, a customer‑first attitude, and a keen eye for detail. You’ll play a key role in ensuring that services are delivered efficiently and to the highest standards. ESSENTIAL DUTIES AND RESPONSIBILITIES Key Responsibilities Customer Support: Act as the first point of contact for customers requiring support or assistance with services in the service center. Respond to inquiries via phone, email, or chat in a timely and professional manner. Service Coordination: Help coordinate service requests within the service center, schedule service orders and ensure all customer requests are routed to the appropriate team members. Troubleshooting & Issue Resolution: Assist customers with troubleshooting basic service issues or escalate to technical specialists as needed. Provide clear guidance on the next steps for resolution and establish/maintain clear lines of communication. Data Entry & Documentation: Accurately record service requests (including but not limited to service levels, quantities, and due date), customer interactions, and resolutions in the service management system. Maintains service order records for follow‑up and reporting purposes. Service Tracking: Monitor the status of active service requests, ensure timely delivery of service, and provide customers with status updates. Feedback Collection: Be the key point of contact for post‑service issues/needs. Document and resolve issues as required. Reporting & Metrics: Track service performance metrics (e.g., service response times, resolution times, customer satisfaction) and assist in preparing service reports for management. Assist to support the Service Center by logging, cleaning, repairing and calibrating pipettes as needed. Other Duties as Assigned JOB REQUIREMENTS EDUCATION High school diploma or equivalent; Associate degree in business, customer service, or a related field preferred. WORK EXPERIENCE Proven experience in customer service, administrative support, or service coordination (ideally in a service‑based industry). Knowledge of Service Management Software (IndySoft). Experience in coordinating groups of people SKILLS OR KNOWLEDGE Excellent communication skills—written and verbal Ability to Multitask Attention to detail and accurate data entry ability. PHYSICAL ABILITY Good or corrected vision. Ability to sit for prolonged periods to perform data entry. Must be able to communicate verbally. OTHER Regular attendance and punctuality. Ability to work well with others. Ability to acquire new skills and to accommodate change in the workplace #J-18808-Ljbffr