Customer Support Representative

Post-Sales Support Team

Company Profile:

Cellular Technology Limited (CTL), headquartered in Cleveland, Ohio, is a global biotechnology company with locations and distributors worldwide. We are the industry leader in the development, use, and manufacture of standardized immune monitoring tools used in clinical and research applications. We are committed to offering meaningful work, competitive salaries, a full range of benefits, including comprehensive medical coverage, 401(k) with company match, generous paid time off (PTO), paid holidays, life and disability insurance, dental and vision options, and the opportunity for professional development and career advancement. CTL is fully committed to Equal Employment Opportunity without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.

Position Description:

Are you someone who loves helping people, solving problems, and making every customer interaction a positive one? Join our team as a Customer Support Representative and be the friendly voice that helps our customers succeed every day! We are a well-established market leader in the immune monitoring field, and we believe great customer experiences start with great people. You will be the first point of contact for our customers — answering questions, solving challenges, and ensuring every interaction leaves them feeling supported and valued.

The Customer Support Representative will:

• Serve as the first point of contact for customers, addressing inquiries, resolving issues, and providing information about products or services
• Interact with customers through various channels such as phone, email, chat, or social media platforms
• Deliver friendly, professional, and prompt assistance to ensure a positive customer experience
• Identify customer needs, troubleshoot problems, and provide appropriate solutions
• Use active listening skills to understand customer concerns and demonstrate empathy while finding resolutions
• Escalate complex issues to higher-level support or other departments when necessary, following established protocols and procedures
• Develop a thorough understanding of the company's products or services, including features, benefits, pricing, and technical specifications
• Stay up to date with product updates or changes to provide accurate information and effectively address customer inquiries
• Proactively educate customers about product usage, offer helpful tips and recommendations
• Maintain detailed and accurate records of customer interactions, inquiries, and resolutions in a CRM system or ticketing platform
• Capture relevant customer feedback and insights to provide valuable input to internal teams, such as sales, marketing, or product development
• Generate reports to analyze trends, identify recurring issues, and contribute to process improvements
• Strive to exceed customer expectations, ensuring their satisfaction and loyalty
• Foster a customer-centric mindset and actively seek opportunities to enhance the overall customer experience
• Manage and promote service contracts and extended warranties to customers, highlighting their benefits and value
• Assess customer needs to recommend suitable contracts or warranties, ensuring they understand coverage options
• Track contract renewals and proactively engage customers to maintain their coverage, providing information on the claims process and service requests
• Actively participate in training sessions, team meetings, and knowledge-sharing activities to expand product knowledge and improve customer service skills
• Contribute ideas and suggestions to enhance processes, streamline workflows, and optimize customer support practices
• Stay updated on industry trends and best practices in customer service

Position Requirements:

• High school diploma required; college degree preferred
• Minimum of two years' work experience in customer service or office-related field
• Excellent interpersonal and communication skills (oral and written) necessary to professionally and effectively interact with customers in an office setting
• Experience working with a ticketing system
• Proficient in Microsoft Office Suite and related software
• Experience/knowledge working with an ERP software system is a plus but not required

CTL is fully committed to Equal Employment Opportunity without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.