Service Support Representative (Salesforce)

VARITE is looking for qualified Service Support Representative in Santa Clara, CA 95054 (Onsite)
 
WHAT THE CLIENT DOES?
An American-headquartered life science and clinical research company. It is a global supplier of analytical instruments, clinical development solutions, specialty diagnostics, laboratory, pharmaceutical and biotechnology services.
 
WHAT WE DO?
Established in the Year 2000, VARITE is an award-winning minority business enterprise providing global consulting & staffing services to Fortune 1000 companies and government agencies. With 850+ global consultants, VARITE is committed to delivering excellence to its customers by leveraging its global experience and expertise in providing comprehensive scientific, engineering, technical, and non-technical staff augmentation and talent acquisition services.
 
Job Title: Service Support Representative
Location: Santa Clara, CA 95054 (Onsite)
Shift: Monday through Friday, 08:00 AM – 05:00 PM
Contract Duration: 6 months with possible extension.
Pay Rate Range: $35.00 - $40.00/hr. on W2
 
HERE’S WHAT YOU’LL DO
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.
• Must have strong organizational and communication skills.

BENEFITS:
We offer a comprehensive benefits package designed to support the health, well-being, and financial security of our employees and their families. Eligible employees may receive:

• Health Insurance: Medical, dental, and vision coverage
• Retirement Plans: Participation in a company-sponsored retirement savings plan.
• Legal Service Plans: Offering access to attorneys for legal advice and representation.

 
If this opportunity interests you, please respond by clicking on EasyApply.
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VARITE is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.