Service Support Representative

Experis; Santa Clara (CA); On-site; USD 44,000 - 51,000; Full time

Job summary

Experis is seeking multiple Service Support Representatives to join their team in biotech/pharma. As a Service Support Representative, you will serve as the first point of contact for external customers and coordinate with cross-functional teams to ensure timely handoffs.

You will handle inquiries, RMA requests, and information requests, maintain clear updates, and support reporting and process documentation. The role offers a 6‑month contract with a pay range of $32–$37 per hour.

Qualifications

• Experience in customer service, preferably within biotech or pharma fields.
• Excellent verbal and written communication skills.
• Strong problem-solving skills and ability to assess requests for escalation.
• Ability to manage multiple tasks and work under deadlines.

Responsibilities

• Serve as the initial point of contact for external customer inquiries, ensuring requests are captured and acknowledged.
• Facilitate intake of customer complaints, RMA requests, and general information requests.
• Coordinate with Service, Technical Support, Quality, and Order Management to support timely handoffs and resolutions.
• Maintain clear communication with customers, providing updates and following up until requests are resolved.
• Support reporting, process documentation, and other projects as directed by supervisors.

Skills

Customer service

Biotech experience

Communication

Problem solving

Time management

Tools

Salesforce

ERP systems

MS Office

Job description

Our client, a leader in the biotech and pharmaceutical industry, is seeking multiple Service Support Representatives to join their team. As a Service Support Representative, you will be part of the Service Support team supporting global service operations. The ideal candidate will have excellent communication skills, strong attention to detail, and the ability to work efficiently under deadlines, which will align successfully in the organization.

Job Title: Service Support Representative

Pay Range: $32-37
Contract: 6 months to start

What's the Job?

• Serve as the initial point of contact for external customer inquiries, ensuring requests are accurately captured and acknowledged.
• Facilitate the intake of customer complaints, return material authorization (RMA) requests, and general information requests.
• Coordinate with cross-functional teams such as Service, Technical Support, Quality, and Order Management to support timely handoffs and resolutions.
• Maintain clear communication with customers, providing updates and following up until requests are resolved.
• Support reporting, process documentation, and other projects as directed by supervisors.

What's Needed?

• Experience in customer service, preferably within biotech or pharma fields.
• Proficiency with MS Office and experience working with ERP systems and Salesforce.
• Strong problem-solving skills with the ability to assess requests and determine escalation needs.
• Excellent verbal and written communication skills.
• Ability to work well under deadlines and manage multiple tasks efficiently.

What's in it for me?

• Opportunity to contribute to impactful work in the biotech and pharmaceutical industry.
• Supportive environment focused on career growth and development.
• Engagement in a dynamic team supporting innovative technologies.
• Chance to develop valuable skills in customer support and cross-functional collaboration.
• Work in a company committed to diversity and inclusion, fostering a welcoming workplace for all.

Upon completion of waiting period consultants are eligible for:

• Medical and Prescription Drug Plans
• Vision Plan
• Health Savings Account
• Health Flexible Spending Account
• Dependent Care Flexible Spending Account
• Supplemental Life Insurance
• Short Term and Long Term Disability Insurance
• Business Travel Insurance
• Weekly Pay