Customer Support Administrator

About Us:

How many companies can say they’ve been in business for over 177 years?!

Here at ZEISS, we certainly can! As the pioneers of science, ZEISS handles the everchanging environments in a fast-paced world, meeting it with cutting edge of technologies and continuous advancements. ZEISS believes that innovation and technology are the key to a sustainable future and solutions for global change. We have a diverse range of portfolios throughout the ZEISS family in segments like, Industrial Quality & Research, Medical Technology, Consumer Markets and Semiconductor Manufacturing Technology. We are a global company with over 42,000 employees and have over 4,000 in the US and Canada alone! Make a difference, come join the team!

What’s the role?

As a Customer Support Administrator, you get to work with an astonishing team that plays a vital role in Carl Zeiss Microscopy, LLC. Show case your skills and experience with process enhancements by being responsible for providing exceptional customer service as the initial point of contact for customers, business partners, and internal colleagues for service-related inquiries. The position provides both value-add contribution to and takes ownership of the customer experience when contacting ZEISS. Success in this role requires the ability to absorb and apply information practically and effectively, think critically, and problem solve. This position is fully remote within the following states (NV, AZ, NM, MT, WY, UT, CO, ID).

After an initial training period, the Customer Support Administrator will be able to triage a customer’s inquiry, evaluate the urgency of the request, identify the proper course of action, and execute efficiently and effectively. The position supports field service activities by issuing quotations, assigning engineers, and ensuring timely and accurate billing for completed onsite service visits. Included throughout is troubleshooting, quickly engaging additional resources for support, and identifying opportunities to elevate customer experience. 

Customer inquiries are received via multiple channels, so it is essential to possess excellent time-management skills and in parallel, prioritize tasks effectively and maintain information accurately. As this role engages directly with customers, strong interpersonal skills, and the ability to communicate effectively (both written & verbally) are required to be successful. At all times, conduct in accordance with company guidelines and standards is expected.

Sound Interesting?

Here’s what you’ll do:

• Responsible for effectively handling all customer, business partner, and internal inquiries routed through the Research Microscopy Solutions Customer Interaction Center.

• Answer all incoming calls to the toll-free phone number …