At a Glance
- Tasks: Provide top-notch customer support and resolve inquiries with empathy and professionalism.
- Company: Join a dynamic team focused on delivering exceptional customer experiences.
- Benefits: Enjoy a supportive work environment with opportunities for growth and development.
- Other info: Flexible working hours in a collaborative and structured environment.
- Why this job: Make a real difference by helping customers and enhancing their experience.
- Qualifications: High school diploma required; customer support experience preferred.
The predicted salary is between 31500 - 38500 £ per year.
The Customer Support Specialist (Tier 1) provides frontline customer service by responding to inquiries, resolving straightforward issues, and ensuring timely follow through in accordance with defined service level agreements (SLAs).
This role emphasizes consistency, accuracy, and delivering a positive customer experience while escalating complex or non standard issues.
This position will ensure compliance with Environmental Health and Safety (EHS) policies, State Departments of Health, Good Documentation Practices (GDP), Good Laboratory Practice (GLP), Good Manufacturing Practices (GMP), Good Clinical Practices (GCP), Good Laboratory Practice (GLP), Standard Operating Procedures (SOPs), EMEA and FDA Guidelines, general State and Country Regulations such as but not limited to (CLIA, CAP, USP, ISO 9001, USDA regulations, HTA license, DEA and State Controlled Substance programs) where site appropriate.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Respond to inbound customer inquiries via email, phone, or internal ticketing systems within defined SLAs, using polite, clear, and empathetic communication that follows approved templates.
- Resolve standard customer support issues by following documented procedures, SOPs, and knowledge base resources.
- Track, document, and follow through on customer requests to completion, ensuring accurate and timely updates.
- Communicate professionally with customers regarding status, next steps, and resolution timelines.
- Escalate non standard or complex issues to Tier 2 or functional leads in accordance with escalation protocols.
- Maintain accurate records of customer interactions, resolutions, and escalations in CRM or ticketing systems.
- Collaborate with internal teams (Quoting, Order Processing, Sales) through clear escalation handoffs to ensure timely resolution of customer needs.
- Support customer satisfaction through consistent, courteous, and solution oriented interactions
QUALIFICATIONS
- High school diploma or equivalent required; associate’s or bachelor’s degree preferred.
- 1–2 years of customer support, service, or administrative experience.
- Strong written and verbal communication skills with the ability to acknowledge customer concerns and follow approved templates.
- Comfortable working in a structured, SLA driven environment.
- Basic proficiency with CRM or ticketing systems preferred.
- Ability to follow SOPs and compliance requirements with high accuracy and attention to detail.
- Composed and professional demeanor, with openness to feedback and continuous improvement.
Other duties may be assigned.
PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee may be required to: stand; walk, sit, speak, hear/listen, display manual dexterity, reach with hand and arms. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
A full-time Monday through Friday workweek with general business hours and flexibility to occasionally work additional hours as needed and approved by management.
Customer Support Specialist I employer: BioIVT
BioIVT is an exceptional employer that prioritises employee growth and development, offering a dynamic work culture where innovation thrives. With a competitive salary, discretionary bonus plan, and comprehensive health insurance, employees are well-supported while leading impactful talent initiatives across the globe. The remote nature of this role, combined with opportunities for occasional travel to vibrant locations like London and Sussex, ensures a fulfilling and flexible work experience.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Specialist I
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at BioIVT. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like BioIVT before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Specialist I
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to BioIVT:Your cover letter is your chance to shine! Tell us why you want to work at BioIVT specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at BioIVT!
How to prepare for a job interview at BioIVT
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
