#x. A 0; 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... more details
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.
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