Description
Kelly Services® has been providing outstanding employment opportunities to the most talented individuals in the marketplace. We are proud to offer a long term temporary (12month; potential for permanent conversion) opportunity to work as a Associate Technical Support (within Science) located in Manassas, VA.
Shift: Hybrid shift, Monday-Friday; must be local for training (onsite in Manassas site) (4 days work from home, 1 day onsite)
Hourly Pay Rate: $23
Position Summary:
The Associate Technical Services Specialist supports customers via various communication channels. They are the first point of contact in providing technical product support and they troubleshoot basic technical product-related issues. They assess the nature of the problem and escalate issues when necessary.
The Associate Technical Services Specialist is responsible for maintaining accurate customer information and keeping a log of any product issues. Their work is routine in nature and they typically reference transcripts and manuals to recommend solutions. They work within standard practices and procedures to analyze situations or data from which answers can be readily obtained.
Duties and Responsibilities:
Serves as a resource for customer technical inquiries relating to the organization's products in the scientific specialty, assisting to resolve complex customer inquiries triaged and elevated by other departments or received directly from distributors and customers.
Respond to customer product inquiries received via various communication methods such as calls, emails, chat, etc. by troubleshooting and resolving customer concerns raised. Gather information to identify and assess the nature of the problem.
Keep service goals at the forefront and adhere to established quality, productivity, and issue resolution strategies.
Investigate elevated issues by reviewing initial support notes and gathering additional information from the customer. Elevate extremely sophisticated issues to Senior Management.
Record customer inquiries in a tracking system to maintain log of product issues for escalation and product development teams.
Utilize Standard Operating Procedures and transcripts established in training manuals and guides to recommend solutions.
Stay current and abreast of products, services, policies, terms, and conditions within the organization.
Gather reports and provide feedback as necessary for Senior Management to utilize in decision making, process improvement and overall support effectiveness.
Learn to use professional concepts. Apply organizational policy and procedure to solve routine issues.
Qualification and Experience:
• Bachelor's degree and 0-2 years' experience or equivalent experience.
As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.
Why Kelly® Science & Clinical?
Kelly Science & Clinical is your connection to premier scientific and clinical companies looking to hire industry experts just like you. Our team creates expert talent solutions to solve the world's most critical challenges. Every day, we match science professionals with dream jobs that fit their skills, interests, and career goals—it's the way we think job searching should be. Nearly 100 percent of our science recruiters have a professional background and education in science, so we know a thing or two about the science market and how to get your expertise noticed.About Kelly
Work changes everything. And at Kelly, we're obsessed with where it can take you. To us, it's about more than simply accepting your next job opportunity. It's the fuel that powers every next step of your life. It's the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life—just ask the 300,000 people we employ each year.Kelly Services is proud to be an Equal Employment Opportunity and Affirmative Action employer. We welcome, value, and embrace diversity at all levels and are committed to building a team that is inclusive of a variety of backgrounds, communities, perspectives, and abilities. At Kelly, we believe that the more inclusive we are, the better services we can provide. Requests for accommodation related to our application process can be directed to Kelly's Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment.
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