Sunnyvale, California

 

Remote -  Product Support Associate/Technical Support Specialist - (Remote)

1 year contract role

Primary point of contact for customers requiring assistance with biotech company products. Within Technical Support Team: Provide product support to internal and external customers via phone, email and web serving as the critical first link in company's Customer Care experience.

ESSENTIAL RESPONSIBILITIES:

  • Engage customers to understand the nature of their request and triage critical issues
  • Promptly identify the issue through data collection, troubleshooting and remote connection to customer systems
  • Provide basic product information and resolve routine product complaints and inquiries
  • Document complaints and resulting investigations in the complaint management system
  • Prepare more complex cases for escalation
  • Adhere to Quality Management System procedures
  • Maintain product knowledge and support continuous improvement efforts
  • Contribute to quality compliance through accurate and concise case documentation
  • Complete all assigned and required training satisfactorily and on time
  • Performs additional tasks as assigned by the Technical Support Manager or Supervisor

Education and Experience:

  • High School diploma or equivalent with 2-4 years of experience in a call center/service or product support role OR AA or Technical Trad Degree with 1-2 years of related work experience
  • Preferred: Bachelor's degree in Life Science or with work experience in Biotechnology, Medical Device Industry or Medical Technology or equivalent

Knowledge and skills:

  • Fluent English written and oral is required additional languages would be an advantage French, Spanish, Portuguese
  • Customer oriented understands customer expectations and can empathize with customer patient needs
  • Knowledge and use of commercial computer application packages MS Office
  • Familiarity with SalesForce.com or similar CRM System a plus
  • Able to follow complex procedures and processes
  • Excellent written and verbal communication skills
  • Curious self-motivated with ability to learn a complex technology platform quickly
  • Proactively analyzes situations and propose appropriate actions
  • Works independently in a structured manner with the ability to prioritize critical tasks
  • Builds collaborative work relationships with different teams, including Field Service, Sales, Marketing and Quality Thrives in a dynamic and fast-paced environment
  • Other: Available to work different shifts, evenings, weekends and holidays as necessary


Why Kelly®?

Kelly® Science & Clinical is your connection to premier scientific and clinical companies looking to hire talented people just like you. Every day, we match science professionals with dream jobs that fit their skills and interests—it’s the way we think job searching should be. Nearly 100 percent of our science recruiters have a professional background/education in science, so we know a thing or two about the science market and how to get you noticed.

About Kelly®

At Kelly, we’re always thinking about what’s next and advising job seekers on new ways of working to reach their full potential. In fact, we’re a leading advocate for temporary/nontraditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live (plus, did we mention we provide a ton of benefits?). Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce, including, but not limited to, minorities, females, individuals with disabilities, protected veterans, sexual orientation, gender identity. Equal Employment Opportunity is The Law.

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Sunnyvale, California

Why Kelly - Since 2011 we have placed over 16,000 Veterans

Need More?

Kelly applies targeted recruiting initiatives to the Veterans population (in all stages of transition) by aligning customer defined requirements with military skills and experience.  The transition from military to civilian life can be stressful and complex for veterans, and our staff is trained to assist in this transition.  Unlike our competition, Kelly places these resources without geographic or industry constraints, offering our customers and our employees greater flexibility.  Kelly has a wide variety of local opportunities, for Veterans and their spouses, within our workforce solutions as well as national recruiting programs on behalf of our customers.  Kelly’s leading placement opportunities for Veterans are within Information Technology, Engineering, Science, Light Industrial and Call Center.

Our specially trained Veteran recruiters are armed with a number of tools to help Veterans obtain roles that match their potential including skill translation tools, leading Veteran- centric job boards and Veteran/spouse social media networks, among others.

Through Kelly’s vast branch network, we are closely located to the majority of major military installations across the United States.  Kelly recruiters participate in onsite and virtual military career fairs as well as advertise through local and national Veteran job boards.  In recent years, over 150 Kelly branches have worked directly with their local military installations to recruit spouses and transitioning personnel.  These teams not only engages with transitioning talent from local bases, but also have a strong focus on Veterans in areas where the military has identified high Veteran unemployment. This approach ensures that military talent is engaged and shared across the centralized military recruiting team and documented in a centralized database, so that other Kelly locations can benefit from hiring or relocating this valuable pool of talent.

Our focus on military recruiting is a win on multiple levels. Kelly gains top talent with the skills needed to excel; our clients receive the benefit of that talent to help them compete in an ever challenging business landscape; and Veterans receive gainful employment in line with their skills and abilities to ease the transition to the next phase of their lives.

A People Company, Staffing the World

Kelly founded the temporary staffing industry in 1946, and has maintained a leadership position through the years based on a valuable premise: we invest in people. Today that focus benefits our customers wherever they operate around the globe - in a growing number of specialized fields. And we’ll continue to meet the evolving challenges of workforce flexibility with staffing solutions tailored to your precise business needs, both locally and worldwide.

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