Job Description
The Technical Service Representative plays a key role in the external Customer Service department, providing expert technical support to customers and serving as a central liaison between customers and internal teams such as Sales, Sample Handling, Quality, Lab Analysts, and Scientists. This position focuses on delivering customer excellence by managing expectations, responding to technical inquiries, supporting large key accounts, and contributing to digital, marketing, and continuous improvement projects.
Responsibilities

+ Respond to customer inquiries via phone and email within a 24-business-hour period, including questions about service capabilities, result status, and result interpretation.

+ Handle customer complaints and escalations, and facilitate timely, effective resolution.

+ Address all portal and order-related questions, concerns, and troubleshooting needs.

+ Demonstrate empathy and provide support when customers e...