Technical Support Representative

Are you a Technical Support Representative looking for a new contract to hire opportunity in or near Vernon Hills, IL? Whether you're experienced or a new graduate with customer service skills, we are excited to meet you!

Role Description

Technical Support Representatives are responsible for working through multiple service channels to consistently provide the highest level of customer satisfaction through technical knowledge and expertise. This role is a key member of the Customer Experience center of excellence, responding to all the client's scientific customers around the world via product recommendations, product application support and general troubleshooting.

Responsibilities

• Actively listens to and identifies customer needs and concerns to effectively provide top tier service via e-mail, phone and other channels.
• Maintains and shares knowledge of all applicable product lines and self-manufactured products.
• Is a leader amongst peers for supporting customers through advanced product and troubleshooting knowledge of business segments.
• Utilizes knowledge and experience to improve operations, efficiency and proficiency across departments including but not limited to Customer Experience, Commercial Sales, Quality Control and other areas as needed. .
• Investigates customer inquiries and identifies proper course of action for resolution of root cause when appropriate.
• Partners with Technical Segment Lead(s) and Marketing to contribute to building product knowledge and content.
• Assists with trade show Technical Support needs as needed.
• Partners with Lead(s)for product testing to provide feedback to marketing, engineering and other teams as needed.
• Responsible for national security requirements and export compliance of all transactions.
• Performs other duties as assigned.

Qualifications

• Bachelor's degree from an accredited higher learning institution in science (Physics, Chemistry, Biology, or a related scientific/engineering major) or a combination of education and experience is required.
• Open to candidates with varying levels of experience, including recent graduates.
• Previous customer service-related experience is preferred.
• Proven ability to use scientific vocabulary/terminology with ability to gain further knowledge and mastery of laboratory, fluid handling, electrochemistry and industrial equipment.
• Proficient ability using the Internet and Microsoft Office: Outlook, Word, Excel, PowerPoint, with ability to learn other software as needed. Experience using an AS400 and/ or other Customer database Management system is a plus.
• Possesses strong analytical, problem-solving and skills to provide effective solutions based on customers' needs and to read and understand technical manuals and diagrams.
• Proven ability to take calculated risks.
• Track record of successful process/project management.
• Requires minimal direction on process management.
• Thrives in a fast-paced, collaborative environment, efficiently works under pressures, within deadlines or other time essential constraints.
• Excellent communication skills, both written and verbal, to clearly and concisely communicate to all levels of the organization.
• Strong work ethic and an ability to excel within a rapidly changing and growing organization.

Location

• Vernon Hills, IL

Employment Type

• Contract to hire

Benefits

• Choice of medical, dental, and vision plans.
• Paid vacation time.
• 401(k)

About Ventura Solutions

Ventura Solutions is a reputable end-to-end medical device and combination product consulting, staffing, and training firm. With our deep industry expertise spanning medical devices and combination products, coupled with an outstanding talent pool, we stand out as the preferred option for a diverse array of projects. On the consulting side, we integrate seamlessly into your team and manage small to complex Statement of Work (SOW) projects. On the staffing side, we help source, screen, and on-board reputable employees to fill temporary, temp to permanent, and permanent job openings. We accelerate product development, keep products compliant, and help build great organizations. For more information, visit us at www.ventura-solutions.com.

Equal Opportunity Employer Minorities/Women/Veterans/Disabled