Customer Service Rep I

Summary:

• Location: San Diego, CA
• Pay Rate: $22 - $24.80 per hour
• Work Mode: Onsite
• Hours: (Monday – Friday) 8:30AM to 5:00PM

Responsibilities:

• Build expertise to serve as a technical resource for digital tools and technologies supporting the Customer Care function.
• Assist in identifying and documenting technical issues, ensuring proper communication and escalation to the IT department.
• Support the management of Help Desk tickets within the Customer Care Group under supervision.
• Assist with troubleshooting system-related problems across platforms such as ERP, phone systems, web interfaces, OCR, and other integrated technologies, while learning to maintain detailed documentation.
• Participate in testing and validation activities for new and existing systems and digital solutions used by the Customer Care team.
• Support the development of functional requirements and test scripts under guidance.
• Provide regular updates on assigned tasks, project progress, and learning milestones.
• Handle Tier 1 technical issues and support requests within the Customer Care Group with mentorship.
• Assist in communication between Customer Care and IT/Development teams regarding technical requirements.
• Participate in daily team meetings, learning to present metrics and contribute insights.
• Represent the Customer Care Group at internal meetings with support from senior team members.
• Assist with the creation of department reports, queries, and data gathering for Customer Care Group.
• Other duties and projects as assigned to support professional development.

Requirements:

• Bachelor's degree or equivalent combination of education and experience.
• 0-2 years of Customer Service experience in an office setting.

Preferred Skills:

• Bachelor's Degree in Business, Information Systems, or related field.
• AI Experience - Must.
• 1-2 years of Customer Service experience in biotech, pharma, or related industry.
• Basic familiarity with Enterprise Resources Planning (ERP) systems.
• Basic familiarity with Customer Relationship Management (CRM) systems.
• Exposure to Customer Relationship Management (CRM) systems.
• Some experience with order processing or data entry preferred.
• Strong verbal and written communication skills.
• High attention to detail and commitment to accuracy.
• Demonstrated initiative, self-direction, and ability to prioritize tasks.
• Interest in technology and process improvement.
• Ability to adapt to a fast-paced and evolving environment.
• Analytical thinking and ability to learn technical concepts quickly.
• Strong computer skills, including proficiency with MS Office programs.