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Customer Support Specialist
Seattle, WA 98109 United States
CUSTOMER SUPPORT SPECIALIST
This position will provide support via phone and email for customers ordering molecular diagnostic tests from a national medical reference laboratory.
•Answer incoming calls from the Customer Support
toll free line, reply to voicemail messages and emails. Place outbound calls to
collect information, provide answers, and complete any additional tasks in
keeping with company SOP. Document all calls according to policies and
procedures in the CRM
•Act as a liaison between Customer Support, Laboratory, Sales, Marketing, Reimbursement, and Operations; reporting high priority and critical bugs/issues.
•Address a variety of customer issues with key constituencies including physician offices, patients, logistics, suppliers and vendors, medical and scientific staff and sales representatives.
•Provide input to be utilized for the interface with laboratory and marketing to develop and test solutions for dealing with customer facing issues including blood draws, labeling specimens, and completing test requirements.
•Provide input to be utilized in the development of new product/service enhancements to customer base, work with marketing to apply and test new versions of products and assist product management in developing and prioritizing enhancement lists by communicating and quantifying customer issues and experiences.
•Field customer support requests, analyze problems, assist in the management of the complaint system and escalate issues to the appropriate department.
•Ensure open issues are tracked and communicated to customers, ensure satisfaction by verifying solutions are successful and develop a proactive approach to monitoring and ensuring satisfaction.
•Provide input to develop web-based content to assist customers such as FAQs, online customer status requests, reports, etc. and recommend tools in conjunction with IT.
INTEGRATED DIAGNOSTICS is a venture-funded biotechnology company founded in 2009 that is focused on applying cutting-edge protein technologies to advance healthcare. The goal of the company is to develop molecular diagnostic tests to interrogate biological circuits contributing to the pathogenesis of Alzheimer’s Disease and lung cancer. The company’s diagnostic product development effort is powered by integrating the knowledge of systems biology with the cutting-edge technology of selected reaction monitoring mass spectrometry to identify and quantify blood proteins in diverse molecular pathways to discriminate between disease states.
Education, training, experience:
Bachelor’s degree preferred. A minimum of three years’ experience on a technical support team. Experience in a clinical reference laboratory preferred or equivalent combination of related education and experience.
Experience utilizing CRM, ERP systems. Must possess excellent phone and written communication skills (including listening, interpreting, writing, and deescalating issues, and demonstrate a positive customer-centric attitude.
Proven ability to identify and resolve problems, provide regular, proactive and consistent communication, navigate between details and strategic solutions, and communicating with people from various educational and cultural backgrounds.
Ability to embrace the importance of teamwork and be able to operate comfortably in an innovative, start-up environment. Must have good interpersonal and communications skills; able to work effectively with variety of people in a diverse workforce; adaptable to changing work requirements; able to multi-task; high degree of professional integrity.
All staff members are expected to have baseline technical skills and the ability to communicate effectively ad appropriately. Employees should be able to use Word, Excel, Outlook and PowerPoint or open source equivalent at a functional level.
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