eservices Specialist/Customer Support

January 12, 2022
Atlanta, GA
Job Type


Title: eservices Specialist/Customer Support

Contract: 12+ months

Location: Burlington, MA-01803 (Remote)

Pay rate : $34.72


Have an IT background, have basic knowledge and know IT terms

Walking customer through issues

Assist with digital service offerings

Job Description:

IT background - ability to answer questions and speak with credibility to customer IT contacts regarding network safety, data security, Google Cloud Services, operational security, disaster recovery, etc.

Knowledge of e Services

Manage new Digital service offerings for our Lab Water Solutions team

Ability to communicate clearly and concisely, verbal and written (especially when answering customer questions)

Demonstrated commitment to proactivity - ability to think ahead and anticipate what the customer will need.

Ability to monitor and track all customer requests/questions/outreach efforts and follow through so nothing falls through the cracks.

Initiative to make process improvements (e.g., start creating a library of all customer checklist questions and answers without being asked)

Complete commitment to customer service and focus on the customer. Includes commitment to follow up regularly - e.g., if a customer submits an IT checklist to complete, give them an estimated date of completion and status updates as needed

Reach out to customer IT contact and set up meetings with them in the agreed-upon timeline.

Time management and prioritization skills.

Problem-solving and troubleshooting skills.

Ability to collaborate, build relationships/partnerships (e.g., with Abbott service managers)

Ability to coordinate with internal teams as necessary to address customer issues (e.g., France Hypercare team, Contracts group, Legal, etc.)

Ability to manage the tracking and reporting of e Services activity/KPI's. (analytical and data management skills)

Strong attention to detail and organizational skills.

Excellent computer skills.

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