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Customer Support Specialist I
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Customer Support Specialist (Tier 1)
The Customer Support Specialist (Tier 1) provides frontline customer service by responding to inquiries, resolving straightforward issues, and ensuring timely follow-through in accordance with defined service level agreements (SLAs). This role emphasizes consistency, accuracy, and delivering a positive customer experience while escalating complex or non-standard issues.
This position will ensure compliance with Environmental Health and Safety (EHS) policies, State Departments of Health, Good Documentation Practices (GDP), Good Laboratory Practice (GLP), Good Manufacturing Practices (GMP), Good Clinical Practices (GCP), Standard Operating Procedures (SOPs), EMEA and FDA Guidelines, general State and Country Regulations such as but not limited to (CLIA, CAP, USP, ISO 9001, USDA regulations, HTA license, DEA and State Controlled Substance programs) where site appropriate.
Essential Duties and Responsibilities
- Respond to inbound customer inquiries via email, phone, or internal ticketing systems within defined SLAs, using polite, clear, and empathetic communication that follows approved templates.
- Resolve standard customer support issues by following documented procedures, SOPs, and knowledge base resources.
- Track, document, and follow through on customer requests to completion, ensuring accurate and timely updates.
- Communicate professionally with customers regarding status, next steps, and resolution timelines.
- Escalate non-standard or complex issues to Tier 2 or functional leads in accordance with escalation protocols.
- Maintain accurate records of customer interactions, resolutions, and escalations in CRM or ticketing systems.
- Collaborate with internal teams (Quoting, Order Processing, Sales) through clear escalation handoffs to ensure timely resolution of customer needs.
- Support customer satisfaction through consistent, courteous, and solution-oriented interactions.
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Qualifications
- High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
- 1–2 years of customer support, service, or administrative experience.
- Strong written and verbal communication skills with the ability to acknowledge customer concerns and follow approved templates.
- Comfortable working in a structured, SLA-driven environment.
- Basic proficiency with CRM or ticketing systems preferred.
- Ability to follow SOPs and compliance requirements with high accuracy and attention to detail.
- Composed and professional demeanor, with openness to feedback and continuous improvement.
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Other duties may be assigned.
Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee may be required to: stand; walk; sit; speak; hear/listen; display manual dexterity; reach with hand and arms. Specific vision abilities required by this job include close vision, depth perception, and the ability to adjust focus.
Work Environment
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
A full-time Monday through Friday workweek with general business hours and flexibility to occasionally work additional hours as needed and approved by management.
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