Client Support Representative Customer Assessment

Title : Client Support Representative - Customer Assessment

Duration : 6 Months

Location : Raritan NJ

General Information :

This role is responsible for managing the companys response to IT-related requests that have been submitted by our customers.

The Contracts IT Analyst will utilize a combination of their project management skills knowledge of company products and services and input from multiple subject experts to respond to customers needs.

Job Description :

Manage database of FAQ / Responses by line of business and instrument. Create best in class content to act as a competitive differentiator.

Participate in projects and initiatives as required.

Business Rationale :

Given the criticality of this role we need to arrange coverage during the absence to ensure business continuity onboarding the new resource with sufficient time for training.

77% increase in requests completed over a two-year period (139 in 2023 vs est. 246 in 2025)

Complexity of questions has increased given recent concerns around cybersecurity

An average of 65 questions per request

POC & Molecular assessments added in 2023.

We estimate we will complete 48 POC / MDx in 2025 (40 YTD as of Oct 31)

Global assessments have been incorporated into remit as regions do not have dedicated support

We estimate we will complete 38 global assessments in 2025 (31 YTD as of Oct 31)

Without additional support these factors will challenge our ability to meet service level expectations maintain content repository accuracy and support deal closes

Responsibilities :

Draft review and execute responses to IT inquiries submitted by current and prospective customers regarding clients products and services ensuring compliance to company policies and procedures.

Complete security assessments both technical and organizational for all lines of business (Clinical Labs Immunohematology Point of Care and Molecular).

Primarily support North America but complete global requests when necessary.

Understand the customers requested solution and how to position clients products messaging and services.

Work cross functionally to ensure internal alignment delivering responses that clearly articulate clients product and service differentiators to attract and retain customers.

Task and assign proposal content as needed for subject matter experts sections following up with section owners to ensure timely and accurate content delivery.

Meet established SLAs such as two-week turnarounds for standard requests.

Key Skills

Typing,Data Entry,Customer Service,Basic Math,Computer Skills,Windows,Banking,Upselling,Pricing,Sanitation,Cash Handling,Stocking

Employment Type : Full Time

Experience : years

Vacancy : 1