Office Administrative and Customer Support - Service Support Representative

Lancesoft; North Carolina; On-site; USD 41,000 - 48,000; Full time

Benefits offered by this job

Medical Insurance

Dental and Vision Insurance

401k Contributions

Critical Illness Insurance

Voluntary Permanent Life Insurance

Accident Insurance

Other Employee Perks

Job summary

LanceSoft is hiring an Office Administrative and Customer Support - Service Support Representative in Research Triangle Park, NC. The role supports field service operations, dispatches work orders, ensures financial accuracy of service activities, and maintains strong relationships with clients and vendors.

The position requires excellent customer service skills, two-plus years in a professional customer-facing role, and proficient Windows PC use.

Qualifications

• Must possess a High School Diploma.
• 2+ years’experience in professional customer service role.
• 2+ years’Experience in a customer-facing position.
• Proficient PC skills and ability to effectively use Windows based software.
• Must be able to read, write, and speak English.
• Must display a high level of confidentiality for the customer.

Responsibilities

• Escort vendor onsite to support on equipment services.
• Dispatch Work Orders to vendors and follow up on service completion
• Obtain and review field service reports and invoices for financial accuracy, technical remediation procedures, and completeness
• Support problem resolution and escalation at account as needed
• Follow established, approved procedure for high dollar repairs, issue high dollar purchase or numbers and monitor high dollar repairs as they progress up to and including call follow up
• Support service activities and escalations to include, timeliness, accuracy, and quality of the event
• Develop and maintain positive and professional working relationships with clients, and service vendors
• Support problem resolution and escalation to site lead at account as needed
• Support service and financial documents for service contracts
• Ensure vendor compliance and adherence to site specific protocols and policy
• Adhere to all customer security and safety procedures
• Maintain high levels of customer allegiance leveraging survey results for continuous improvement
• Other appropriate duties as assigned

Skills

Customer service

English proficiency

PC skills

Education

High School Diploma

Tools

Windows OS

Job description

Title: Office Administrative and Customer Support - Service Support Representative

Location: Research Triangle Park, NC, 27709

Duration: 0 - 4+ months

Shift: M-F: 8am-5pm

Overtime is optional/as needed (If doing OT, they will stay late those days)

Pay Rate: $30.00 - $35.00/Hour

Responsibilities:

• Escort vendor onsite to support on equipment services.
• Dispatch Work Orders to vendors and follow up on service completion
• Obtain and review field service reports and invoices for financial accuracy, technical remediation procedures, and completeness
• Support problem resolution and escalation at account as needed
• Follow established, approved procedure for high dollar repairs, issue high dollar purchase or numbers and monitor high dollar repairs as they progress up to and including call follow up
• Support service activities and escalations to include, timeliness, accuracy, and quality of the event
• Develop and maintain positive and professional working relationships with clients, and service vendors
• Support problem resolution and escalation to site lead at account as needed
• Support service and financial documents for service contracts
• Ensure vendor compliance and adherence to site specific protocols and policy
• Adhere to all customer security and safety procedures
• Maintain high levels of customer allegiance leveraging survey results for continuous improvement
• Other appropriate duties as assigned

Minimum Qualifications:

• Must possess a High School Diploma,
• 2+ years’experience in professional customer service role
• 2+ years’Experience in a customer-facing position
• Proficient PC skills and ability to effectively use Windows based software.
• Must be able to read, write, and speak English
• Must display a high level of confidentiality for the customer
• Ability to walk up to 5 miles daily ( They will be escorting Engineers into the building, to the instruments and back out at end of day)
• Will be lifting packages, up to 25 lbs

Preferred:

• Experience with CMMS system preferred
• Experience in Life Sciences or Healthcare environment preferred
• College degree preferred

Physical/Environmental Requirements:

Physical Activity: Walking, sitting, standing, kneeling, crouching, lifting, PC work, repetitive motions, feeling, grasping, pulling, pushing, and hearing

Level of Physical Requirements: Light to medium work

Level of Visual Acuity: Clerical, professional, administrative

Non-Negotiable Hiring Criteria:

Demonstrated success in a customer facing position

Employee Benefits:

• Four options of medical Insurance
• Dental and Vision Insurance
• 401k Contributions
• Critical Illness Insurance
• Voluntary Permanent Life Insurance
• Accident Insurance
• Other Employee Perks

EEO Employer LanceSoft is a certified Minority Business Enterprise (MBE) and an equal-opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. LanceSoft makes hiring decisions based solely on qualifications, merit, and business needs at the time.