MLH Service Support Specialist

MISSION

We are seeking a Service Support Specialist to assist in providing exceptional service to our customers (both internal and external). This position involves supporting the service center team with various administrative, technical, and customer-facing tasks. The ideal candidate will have strong communication and problem-solving skills, a customer-first attitude, and a keen eye for detail. You'll play a key role in ensuring that services are delivered efficiently and to the highest standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Key Responsibilities

• Customer Support: Act as the first point of contact for customers requiring support or assistance with services in the service center. Respond to inquiries via phone, email, or chat in a timely and professional manner.
• Service Coordination: Help coordinate service requests within the service center, schedule service orders and ensure all customer requests are routed to the appropriate team members.
• Troubleshooting & Issue Resolution: Assist customers with troubleshooting basic service issues or escalate to technical specialists as needed. Provide clear guidance on the next steps for resolution and establish/maintain clear lines of communication.
• Data Entry & Documentation: Accurately record service requests (including but not limited to service levels, quantities, and due date), customer interactions, and resolutions in the service management system. Maintains service order records for follow-up and reporting purposes.
• Service Tracking: Monitor the status of active service requests, ensure timely delivery of service, and provide customers with status updates.
• Feedback Collection: Be the key point of contact for post-service issues/needs. Document and resolve issues as required.
• Reporting & Metrics: Track service performance metrics (e.g., service response times, resolution times, customer satisfaction) and assist in preparing service reports for management.
• Assist to support the Service Center by logging, cleaning, repairing and calibrating pipettes as needed.
• Other Duties as Assigned

JOB REQUIREMENTS

EDUCATION

• High school diploma or equivalent; Associate degree in business, customer service, or a related field preferred.

WORK EXPERIENCE

• Proven experience in customer service, administrative support, or service coordination (ideally in a service-based industry).
• Knowledge of Service Management Software (IndySoft).
• Experience in coordinating groups of people

SKILLS OR KNOWLEDGE

• Excellent communication skills-written and verbal
• Ability to Multitask
• Attention to detail and accurate data entry ability.

PHYSICAL ABILITY

• Good or corrected vision.
• Ability to sit for prolonged periods to perform data entry.
• Must be able to communicate verbally.

OTHER

• Regular attendance and punctuality.
• Ability to work well with others.
• Ability to acquire new skills and to accommodate change in the workplace