Service Support Representative

Lancesoft; Santa Clara (CA); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

401k Contributions

Voluntary Life Insurance

Accident Insurance

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer service

MS Office

ERP systems

Salesforce

Communication skills

Education

Bachelor’s Degree

Tools

MS Office

ERP systems

Salesforce

Job description

Shift Onsite- Monday thru Friday 8am-5pm Duration: 06 Months Pay range: $40.00 Hourly

How will you make an impact?

The Service Support team assists the global service organization in delivering an outstanding customer experience. Together, we support Single-Use Technologies hardware and Bio Production Equipment and Automation hardware products throughout the equipment lifecycle. This temporary role is focused on the timely intake and triage of external customer inquiries, so requests are accurately captured, acknowledged, and directed to the appropriate internal team.

What will you do?

In this role, you will serve as an initial point of contact for external customer inquiries and help ensure each request is routed to the appropriate team for action. You will facilitate the intake of customer complaints, return material authorization (RMA) requests, and general information requests, while maintaining clear communication and accurate records. You will work closely with Service, Technical Support, Quality, Commercial, Order Management, and other cross-functional teams to support timely handoffs and an outstanding customer experience.

Key responsibilities include:

• Monitor designated customer support channels and triage incoming external customer inquiries in a timely manner.
• Log inquiries into the appropriate systems and capture complete customer, product, serial number, site, and request information.
• Assess the nature of each request and direct inquiries to the appropriate Service, Technical Support, Quality, Commercial, Order Management, or other internal team.
• Facilitate customer complaint intake by gathering required information and routing the complaint through the established quality process.
• Facilitate return material authorization (RMA) intake for repair, calibration, evaluation, or return requests and coordinate required information for processing.
• Respond to general information and status requests when information is available and Escalate requests requiring specialized support.
• Acknowledge customer requests, communicate next steps, and follow up on open items until ownership has been successfully transferred or the request is resolved.
• Identify urgent, critical, or time-sensitive customer issues and Escalate them to the appropriate team or manager.
• Maintain accurate inquiry records and support reporting, process documentation, and other assignments or projects as directed by the supervisor.

How will you get here?

Education Preferred: Bachelor’s Degree preferred with 1-3 years’ experience.

Experience

• Experience in the Biotech/Pharma fields a plus.
• Prior customer service experience.
• Knowledgeable with MS Office.
• Experience working with different ERPs.
• Salesforce experience.

Knowledge, Skills, Abilities

• Able to solve problems, assess requests and understand when to Escalate.
• Strong attention to detail and ability to accurately document customer information.
• Ability to work well under deadlines and multitask.
• Excellent verbal and written communication skills.

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

About LanceSoft

LanceSoft is rated as one of the largest staffing firms in the US by SIA. Our mission is to establish global cross-culture human connections that further the careers of our employees and strengthen the businesses of our clients. We are driven to use the power of our global network to connect businesses with the right people, and people with the right businesses without bias. We provide Global Workforce Solutions with a human touch.