Customer Service

JOB DESCRIPTION

Support BIOPAC’s products by telephone, email, and in person

Maintain customer support database, including Support Tickets and RMAs

Work closely with the Sales and Distributor staff

Provide feedback to Sales, Software Test, and Engineering

POSITION:

Customer Service

BACKGROUND:

The position demands a degree, or higher, preferably physiology, biology psychophysiology, engineering, chemistry, physics, or math. The job requires someone with a logical mind, capable of thinking fast and with excellent communication skills. They must also be well organized with good customer service and trouble shooting techniques.

RESPONSIBILITIES:

The person is responsible for supporting the entire range of BIOPAC products, including all new product releases. The position will involve telephone and written support. They will be involved in all areas of customer service and support.

The individual in this position will be responsible for receiving returns, logging them, and keeping track of them in our internal system. They will be required to help facilitate the shipment of these returns, to and from across the world. Diligence and organizational skills are a must for this position. In addition, since the individual will be responsible for physically moving equipment, it is required that this individual can comfortably lift boxes weighing 50 pounds.

It is vital that the individual is computer literate and capable of providing first line technical support. The computer skills must be cross platform, Mac and PC. This includes dealing with hardware conflicts and software applications. The software applications demand a good grounding in the life sciences, with some knowledge of mathematical analysis methods.

They will work closely with the software testing and quality control departments providing feedback about our products. They will be required to test software and hardware combinations spontaneously, to better support our customers.

It is vital that the feedback they gain from the distributors and customers is passed onto the sales and marketing department for further review. They will be responsible for acting proactively on any particular issues concerning documentation and product performance.

When new equipment is released they will provide sales and marketing with training. They will also participate in the training of all new sales, marketing, technical support, and customer service personnel.

The hours are flexible, as this is a part time position. Once a schedule has been agreed upon, it is mandatory that the individual is on site during those times. This is an in-person only position.

Performance Criteria

Product Knowledge:

You will be reviewed on your knowledge of the products and also your willingness to learn new products and applications.

Customer Support:

This will be based on feedback from customers. A yearly questionnaire will determine the performance of the technical support department. The questionnaire will be sent to existing users and they will be asked to rank our customer service. This metric will be used to determine the quality of the support provided by the department.

Timely and Accurate Handling of Returns:

You will be reviewed for how quickly you are handling returns and getting them to the appropriate locations. You also must be accurately logging the information required when processing returns.