job summary:
The Service Desk Support Specialist serves as the primary point of contact for external customer inquiries and technical support requests related to hardware, automated systems, and specialized production equipment. This role focuses on the timely intake, triage, and accurate routing of incoming tickets to ensure requests are logged, acknowledged, and assigned to the appropriate internal technical, quality, or operations teams. Working closely with cross-functional partners, the Specialist maintains precise system records and facilitates smooth ticket handoffs throughout the product support lifecycle.
location: Santa Clara, California
job type: Contract
salary: $35 - 40 per hour
work hours: 8am to 5pm
education: Bachelors
responsibilities:
- Monitor designated support queues, log incoming customer inquiries into the CRM/Service Desk platform, and capture essential technical details (including customer accounts, equipment serial numbers, and issue descriptions).
- Assess the nature of each request to route tickets accurately to Technical Support, Quality Assurance, Commercial, or Order Management teams. Identify critical or time-sensitive issues and escalate them to management or senior engineers as appropriate.
- Manage the initial intake for Return Material Authorizations (RMAs)-including repairs, calibrations, and evaluations-and process customer quality complaint intakes following standard service procedures.
- Serve as the initial liaison for end-users, acknowledging receipts, communicating next steps, providing status updates, and tracking open tickets until ownership is successfully transferred or resolved.
- Maintain thorough, accurate records within Salesforce and ERP systems to support operational metrics, process documentation, and continuous improvement projects.
qualifications:
- Bachelor's degree preferred, or equivalent combination of education and hands-on technical support experience.
- 1-3 years of experience in a customer support, IT service desk, or technical triage role. Experience within the biotech, pharmaceutical, or technical equipment manufacturing sectors is a plus.
- Hands-on experience with Salesforce (or similar ITSM/CRM ticketing platforms), enterprise ERP systems, and MS Office Suite.
- Strong organizational skills, keen attention to detail, proactive problem-solving abilities, and excellent verbal and written communication skills.
skills:
MS Office Suite,Salesforce,handle multiple priorities,keen attention to detail,communicating,excellent verbal and written communication,Strong organizational skills,primary point of contact,problem-solving abilities,proactive,automated systems,biotech,continuous improvement,calibrations,CRM,customer inquiries,customer support,ERP systems,Service Desk Support,ITSM,production equipment,repairs,metrics,Order Management,product support,Quality Assurance,technical support,deadline-driven,triage,Service Desk,process documentation
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad Digital, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad Digital offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
Qualified applicants in San Francisco with criminal histories will be considered for employment in accordance with the San Francisco Fair Chance Ordinance.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
We will consider for employment all qualified Applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
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