AC
Customer Service Account Specialist
Job Description
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.
About Aston Carter:
Aston Carter provides world-class corporate talent solutions to thousands of clients across the globe. Specialized in accounting, finance, human resources, talent acquisition, procurement, supply chain and select administrative professions, we extend the capabilities of industry-leading companies. We draw on our deep recruiting expertise and expansive network to meet the evolving needs of our clients and talent community with agility and excellence. With offices across the U.S., Canada, Asia Pacific and Europe, Aston Carter serves many of the Fortune 500. We are proud to be a ClearlyRated Best of Staffing® double diamond winner for both client and talent service.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
If you would like to request a reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please email astoncarteraccommodation@astoncarter.com (%20astoncarteraccommodation@astoncarter.com) for other accommodation options.