Onsite Service Support Triage Specialist (6-Month)

Lancesoft; Santa Clara (CA); In loco; USD 45.000 - 65.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical Insurance

Dental Insurance

401k Contributions

Voluntary Life Insurance

Accident Insurance

Descrizione del lavoro

LanceSoft is seeking a temporary, onsite Service Support specialist to help capture and triage customer inquiries, ensuring clear routing to the right internal teams. You will support complaints, RMAs, and general information requests to deliver an outstanding customer experience.

The role requires 1–3 years of experience, familiarity with MS Office, and exposure to ERP systems. You’ll collaborate with Service, Quality, Order Management and other groups to finalize handoffs and maintain accurate

Competenze

• Bachelor’s Degree preferred with 1-3 years’ experience.
• Experience in Biotech/Pharma fields a plus.
• Prior customer service experience.
• Knowledgeable with MS Office.
• Experience working with different ERPs.
• Salesforce experience.

Mansioni

• Serve as the initial point of contact for external customer inquiries and route to appropriate teams.
• Log inquiries with complete customer, product, serial number, site, and request information.
• Direct inquiries to Service, Technical Support, Quality, Commercial, Order Management, or other internal teams.
• Facilitate customer complaint intake and route through quality processes.
• Coordinate RMA intake for repair, calibration, evaluation, or return requests.
• Respond to information requests and escalate specialized issues as needed.
• Acknowledge requests, communicate next steps, and follow up until resolution.
• Escalate urgent or time-sensitive issues to the appropriate team or manager.
• Maintain accurate inquiry records and support reporting and documentation.

Conoscenze

Customer service

MS Office

ERP systems

Salesforce

Communication skills

Formazione

Bachelor’s Degree

Strumenti

MS Office

ERP systems

Salesforce

Descrizione del lavoro

LanceSoft is seeking a temporary, onsite Service Support specialist to help capture and triage customer inquiries, ensuring clear routing to the right internal teams. You will support complaints, RMAs, and general information requests to deliver an outstanding customer experience.

The role requires 1–3 years of experience, familiarity with MS Office, and exposure to ERP systems. You’ll collaborate with Service, Quality, Order Management and other groups to finalize handoffs and maintain accurate