Customer Support Services Specialist

Title – Client Support Services

Months- 8+ Months (potential extension)

Remote
Pay range : $22-23/hr

Job Requirements:

The Client Support Services team is responsible for supporting internal and external clients and delivering a superior client experience. Client Support Specialists perform a variety of customer service activities for clients including providing information, resolving issues, ensuring customer satisfaction, and creating and managing quotes for services. Individual team members respond to client inquiries and other communications. This fast-paced, front-line, client-facing position works with a team of colleagues who are responsible for supporting clients primarily in North America as well as support for global activities in Americas, Asia, and Oceania

SKILLSETS:
Experience with tools such as Salesforce.com, Service Cloud, MS suite of tools including Word, Excel, PowerBI, or CoPilot. Oceania
Strong communication skills (both written and verbal) with the ability to communicate complex issues to both technical and non-technical users in a professional, positive, and clear manner.
Ability to work independently and to effectively manage time, tasks, and workflow will be essential.
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As a member of our North America BioAnalytics Client Support & Inside Sales team, you are responsible for delivering a world-class client experience from first inquiry through onboarding and long-term client relationships. Client Support Specialists perform a variety of customer service activities for clients including providing information, investigating and resolving issues, ensuring customer satisfaction, and creating and managing quotes for services. Individual team members respond to internal and external client inquiries and other communications using their acquired knowledge, knowledge sources, as well as human subject matter experts to deliver high quality, thoughtful, and accurate guidance. This fast-paced, front-line, client-facing position works with a team of colleagues who are responsible for supporting clients primarily in North America as well as support for global activities, including the Americas, Asia, and Oceania.
In support of that effort, you may:
Engage as the first and sometimes sole point of contact for clients via emails received through SalesForce/Service Cloud as well as via telephone. Client contact with Support is high volume and requires specialized knowledge to guide our clients in key activities around diagnostic and analytical testing services. Responsible for providing timely, effective, ongoing communication with clients and sales professionals on all manner of support activities. Does not require scientific expertise, however, does entail achieving a high level of technical and support aptitude.
Collaborate and work cross-functionally as needed; ensure optimum communication with sales, marketing, scientific affairs, operations and other related business lines on regular basis to support sales initiatives, exchange information, and resolve issues.
Gather, analyze, consult, and provide recommendations on client data and behaviors and on proposed solutions. Enter data into appropriate systems, documents, and spreadsheets; initiate, analyze and generate documents for pricing, proposals and recommendations.

Plan, facilitate, and provide technical support for Scientific Affairs, Lab Operations, Management, Sales, Marketing, IT, and Quality Assurance. Responsible for meeting deadlines which include completing tasks on schedule, delivering documents, programs and pricing as needed, and providing client responses within a prescribed time window.
Track program/offering utilization and exceptions. Analyze customer data related to support trends, identify and make recommendations for content, programs, process improvements, pricing, and performance metrics.

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian’s platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.

Dexian’s brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.