Customer Support Administrator

Carl Zeiss X-Ray Microscopy LLC; New Mexico; Remote; USD 50,000 - 58,000; Full time

Job summary

A leading global technology company is seeking a Customer Support Administrator to provide exceptional service to customers and partners. This remote role requires strong organizational and communication skills, with responsibilities including managing inquiries, maintaining records in SAP CRM, and collaborating with engineers for process improvement. Candidates should have an associate degree or relevant experience in customer support. Competitive salary and comprehensive benefits offered.

Benefits

Medical

Dental

Vision

401(k) savings plan with company match

Life & AD&D insurance

Disability Insurance

Voluntary benefits (Legal Plan, Pet Insurance, etc.)

Qualifications

• Customer experience focus with strong communication skills.
• 3+ years experience in a service support/customer-facing role.
• Working knowledge of CRM systems, specifically SAP.

Responsibilities

• Manage incoming customer inquiries via various channels.
• Create Customer Care Tickets and maintain accurate records.
• Collaborate with engineers and support teams for service delivery.

Skills

Customer service

Time-management

Critical thinking

Problem-solving

Communication

Education

Associates degree preferred or three years in customer support

Tools

SAP CRM

MS Office

Job description

About Us:

ZEISS has a long history of innovation and a diverse portfolio across Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology. We are a global company with over 42,000 employees and have over 4,000 in the US and Canada. Make a difference, come join the team!

Location/Region: This position is fully remote but must be able to work 7:30 AM PST to 4:10 PM PST, Monday to Friday. Training in White Plains, NY 1-2 times a year is required. Close to an Airport is preferred.

What’s the role?

The Customer Support Administrator is responsible for providing exceptional customer service as the initial point of contact for customers, business partners, and internal colleagues for service-related inquiries. The role supports customer experience by absorbing information, thinking critically, and solving problems. After an initial training period, the administrator will triage inquiries, evaluate urgency, identify the proper course of action, and execute efficiently. The role supports field service activities by issuing quotations, assigning engineers, and ensuring timely and accurate billing for onsite service visits. It involves troubleshooting, engaging additional resources, and elevating customer experience. Inquiries arrive via multiple channels, so strong time-management and prioritization skills are essential, along with accurate information handling. Strong interpersonal, written and verbal communication skills are required to be successful. All activities should be conducted in accordance with company guidelines and standards.

Here's what you’ll do:

• Answer all incoming calls to the toll-free number timely and within service level threshold.
• Ensure accurate data entry and maintenance of customer contact details and install base information in SAP CRM.
• Maintain the customer support email inbox, address new inquiries within 4 hours of receipt, triage, and take actions per guidelines and procedures.
• Create Customer Care Tickets in SAP CRM with accurate account and install base details, customer billing status, and financial parameters.
• Review and process or route purchase orders for goods and/or services to the appropriate department.
• Provide administrative support and correctly execute systemic business transactions to support end-to-end service delivery.
• Utilize qualification and coverage resources to process and assign service orders to the field service team with appropriate billing.
• Create and issue quotations for billable service with input from Field Service.
• Collaborate with engineers to review, complete, and bill all completed service reports accurately and timely.
• Work with other departments to resolve service billing issues quickly.
• Identify opportunities for improvement and escalate concerns or roadblocks.
• Provide customer support that aligns with ZEISS service expectations and ensures prompt service turnaround.
• Maintain regular control reports to ensure accuracy and proactively correct oversights affecting customer care.
• Provide administrative support with special projects (e.g., CAPA) as requested by management.
• Assist team members in resolving customer satisfaction issues and adhere to department processes and procedures.

Do you qualify?

• Associates degree preferred; or minimum three years in a similar customer support position with relevant experience
• Experience in a service support/customer-facing environment
• SAP CRM (or similar CRM) experience required
• SAP ERP (or similar ERP) experience preferred
• Working knowledge of computers and common software applications, including MS Office
• Excellent verbal and written communication skills
• Strong organizational skills with ability to follow up and adapt as required

Working Conditions and Special Demands

• Ability to work remotely from a home-office environment
• Flexible working hours to meet customer and business needs
• Ability to travel for meetings, training, facilities, and/or customer visits: <10% travel anticipated
• Regularly sit, stand, walk, and occasionally lift up to 50 lbs

The annual pay range for this position is $50,000 to 58,000.

The salary offered may be influenced by factors such as location, scope, qualifications, education, experience, and role complexity.

This position is eligible for a performance bonus or sales commissions.

Benefits

• Medical
• Dental
• Vision
• 401(k) savings plan (+ company match)
• Life & AD&D
• Disability Insurance
• Voluntary benefits, such as Legal Plan, Home/Auto, Pet Insurance & more

Time off

• 8+ holidays annually
• 10+ vacation days annually
• 2+ floating holidays
• Sick days

ZEISS is an EEO/AA/M/F/Disabled Veteran Employer

Your ZEISS Recruiting Team:

Tina Eilerman

Zeiss provides Equal Employment Opportunity without unlawful regard to an Applicant race, color, religion, creed, sex, gender, marital status, age, national origin or ancestry, physical or mental disability, medical condition, military or veteran status, citizen status, sexual orientation, pregnancy (including childbirth, breastfeeding or related medical condition), genetic predisposition, carrier status, gender expression or identity, including transgender identity, or any other class or characteristic protected by federal, state, or local law.