Customer Service Account Specialist
Aston Carter, Austin, TX, United States
Customer Service Account Specialist
The Application Review Specialist (Customer Service Account Specialist) provides high-quality remote customer support for a portfolio of medical and clinical products. This role receives and manages customer and partner complaints and inquiries, documents all interactions, performs independent data analysis and problem solving, and supports product investigations through laboratory-related activities and cross-functional collaboration. The position requires strong customer service skills, attention to detail, and the ability to work independently in a fast-paced, regulated environment. Responsibilities Field emails and phone calls from customers and partners regarding supported medical and clinical products. Receive, assess, and manage assay, hardware, and software complaints and inquiries, resolving issues directly or triaging them to the appropriate resources. Exercise independent judgment to handle customer complaints and inquiries of diverse scope and complexity. Document all customer calls, emails, and interactions accurately and thoroughly in the call center or CRM database. Perform independent data analysis and problem solving to support issue resolution and complaint handling. Lead or support investigations for product-related issues, ensuring timely and thorough follow-up. Perform laboratory experiments or product testing, as needed, in support of product investigations and troubleshooting efforts. Contribute to the Knowledge Management database by using, creating, and editing articles to capture solutions and best practices. Maintain and update the customer Install Base in accordance with departmental processes and documentation requirements. Coordinate with cross-functional teams, including Business Managers, Field Service, Molecular/Field Applications Support, Quality Assurance, Regulatory Affairs, and Operations, to manage customer cases and drive issue resolution. Support Technical Applications Specialists in complaint handling and case management activities. Train new employees on processes and procedures as part of onboarding activities and supplemental product training. Manage workload and scheduling effectively to ensure goals, deadlines, and service level expectations are met. Participate in on-call responsibilities to support 24/7/365 operations as required. Work non-standard hours when needed and travel on a limited basis if required. Adhere to goals and competency programs to ensure individual and departmental objectives are met. Perform general administrative duties associated with Technical Support and documentation control. Contribute to continuous improvement initiatives related to quality, processes, and customer experience. Complete other duties as assigned in support of the technical support and quality functions. Essential Skills High school diploma required, Bachelor's degree preferred Experience in a GMP environment with a working knowledge of laboratory processes and procedures. Ability to work independently in a fast-paced environment with demonstrated adaptability. Minimum of 2+ years of technical order entry, data entry, documentation review, or similar experience. Strong customer service skills with experience in customer-facing or service-oriented work. Ability to type and write quickly and efficiently, with clear and professional communication skills. Proficiency with Microsoft Office, including MS Excel. Experience with documentation control, order management, and documentation review. Familiarity with quality control and continuous improvement practices. Working knowledge of regulatory and quality frameworks such as GMP, FDA, ISO, CLIA, CAP, JCAHO, and USDA guidelines. Experience in clinical, research, or R&D environments, particularly within the medical device or clinical industry. Ability to maintain accurate records and follow established procedures and processes. Comfort using CRM systems for case management (CRM experience required). Ability to support on-call responsibilities and work non-standard hours as needed. Additional Skills & Qualifications Bachelor's degree preferred; High School Diploma or GED required Salesforce experience strongly preferred for CRM-related activities. Experience supporting customers in a GMP setting. Experience in technical writing or quality documentation. Experience with clerical and administrative tasks in a quality or technical support setting. Strong organizational skills and ability to manage multiple tasks and priorities. Demonstrated commitment to high-quality customer service and customer satisfaction. Work Environment This is a fully remote role based out of the Austin area, with local candidates preferred. You will work from a home office and must have reliable Wi-Fi and a distraction-free workspace to support frequent phone and email interactions with customers. Work is performed using standard office productivity tools, CRM systems (such as Salesforce), and other technical support platforms. The position operates in a virtual environment that emphasizes professionalism, clear communication, and adherence to regulated industry standards and quality systems. Job Type & Location This is a Contract to Hire position based out of Austin, TX. Pay and Benefits The pay range for this position is $26.00 - $29.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan
Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Austin, TX. Application Deadline This position is anticipated to close on Apr 28, 2026.
The Application Review Specialist (Customer Service Account Specialist) provides high-quality remote customer support for a portfolio of medical and clinical products. This role receives and manages customer and partner complaints and inquiries, documents all interactions, performs independent data analysis and problem solving, and supports product investigations through laboratory-related activities and cross-functional collaboration. The position requires strong customer service skills, attention to detail, and the ability to work independently in a fast-paced, regulated environment. Responsibilities Field emails and phone calls from customers and partners regarding supported medical and clinical products. Receive, assess, and manage assay, hardware, and software complaints and inquiries, resolving issues directly or triaging them to the appropriate resources. Exercise independent judgment to handle customer complaints and inquiries of diverse scope and complexity. Document all customer calls, emails, and interactions accurately and thoroughly in the call center or CRM database. Perform independent data analysis and problem solving to support issue resolution and complaint handling. Lead or support investigations for product-related issues, ensuring timely and thorough follow-up. Perform laboratory experiments or product testing, as needed, in support of product investigations and troubleshooting efforts. Contribute to the Knowledge Management database by using, creating, and editing articles to capture solutions and best practices. Maintain and update the customer Install Base in accordance with departmental processes and documentation requirements. Coordinate with cross-functional teams, including Business Managers, Field Service, Molecular/Field Applications Support, Quality Assurance, Regulatory Affairs, and Operations, to manage customer cases and drive issue resolution. Support Technical Applications Specialists in complaint handling and case management activities. Train new employees on processes and procedures as part of onboarding activities and supplemental product training. Manage workload and scheduling effectively to ensure goals, deadlines, and service level expectations are met. Participate in on-call responsibilities to support 24/7/365 operations as required. Work non-standard hours when needed and travel on a limited basis if required. Adhere to goals and competency programs to ensure individual and departmental objectives are met. Perform general administrative duties associated with Technical Support and documentation control. Contribute to continuous improvement initiatives related to quality, processes, and customer experience. Complete other duties as assigned in support of the technical support and quality functions. Essential Skills High school diploma required, Bachelor's degree preferred Experience in a GMP environment with a working knowledge of laboratory processes and procedures. Ability to work independently in a fast-paced environment with demonstrated adaptability. Minimum of 2+ years of technical order entry, data entry, documentation review, or similar experience. Strong customer service skills with experience in customer-facing or service-oriented work. Ability to type and write quickly and efficiently, with clear and professional communication skills. Proficiency with Microsoft Office, including MS Excel. Experience with documentation control, order management, and documentation review. Familiarity with quality control and continuous improvement practices. Working knowledge of regulatory and quality frameworks such as GMP, FDA, ISO, CLIA, CAP, JCAHO, and USDA guidelines. Experience in clinical, research, or R&D environments, particularly within the medical device or clinical industry. Ability to maintain accurate records and follow established procedures and processes. Comfort using CRM systems for case management (CRM experience required). Ability to support on-call responsibilities and work non-standard hours as needed. Additional Skills & Qualifications Bachelor's degree preferred; High School Diploma or GED required Salesforce experience strongly preferred for CRM-related activities. Experience supporting customers in a GMP setting. Experience in technical writing or quality documentation. Experience with clerical and administrative tasks in a quality or technical support setting. Strong organizational skills and ability to manage multiple tasks and priorities. Demonstrated commitment to high-quality customer service and customer satisfaction. Work Environment This is a fully remote role based out of the Austin area, with local candidates preferred. You will work from a home office and must have reliable Wi-Fi and a distraction-free workspace to support frequent phone and email interactions with customers. Work is performed using standard office productivity tools, CRM systems (such as Salesforce), and other technical support platforms. The position operates in a virtual environment that emphasizes professionalism, clear communication, and adherence to regulated industry standards and quality systems. Job Type & Location This is a Contract to Hire position based out of Austin, TX. Pay and Benefits The pay range for this position is $26.00 - $29.00/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan
Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave) Workplace Type This is a hybrid position in Austin, TX. Application Deadline This position is anticipated to close on Apr 28, 2026.