Quality Technical Assistance Specialist-B2B

Customer Technical Assistance Specialist

In this role you will:

• Respond promptly and effectively to customer inquiries via phone, email, or chat, providing accurate technical assistance tailored to customer needs.
• Troubleshoot and diagnose technical issues related to hardware, software, and network configurations, working closely with internal teams to resolve complex problems.
• Document customer interactions thoroughly, maintaining detailed records of issues, steps taken, and resolutions in our customer relationship management (CRM) system.
• Collaborate cross-functionally with product development, quality assurance, and sales teams to escalate and track product-related concerns or feature requests raised by customers.
• Develop and maintain comprehensive knowledge of our products, services, and industry trends to ensure the provision of up-to-date and relevant support.
• Contribute to the creation and enhancement of technical documentation, troubleshooting guides, and customer self-help materials to empower users and reduce common support inquiries.
• Participate in ongoing training sessions and professional development opportunities to refine technical skills and customer service expertise.
• Assist in identifying recurring customer issues and recommend improvements to product design, functionality, or support processes.

Required Qualifications that Enable Your Success:

• High School Diploma or GED equivalent is required.
• Associate or bachelor's degree is preferred.
• Experience in Customer support or Customer Service is required.
• Experience with Microsoft Office applications is required.
• Strong problem-solving skills with the ability to analyze technical information and communicate solutions clearly to diverse audiences.
• Excellent interpersonal and communication skills, demonstrating patience, empathy, and professionalism in all customer interactions.
• Ability to manage multiple inquiries simultaneously while maintaining attention to detail and quality service.

Preferred Qualifications that Drive you Forward:

• Associates or Bachelor's Degree
• Experience with SAP is a plus.
• Familiarity with troubleshooting tools, diagnostic software, and CRM platforms is highly desirable.
• Specialty Chemical or Medical Device industry is a plus.

Your Work Environment:

At Lubrizol, we're committed to providing a safe, inclusive, and empowering environment where you can do your best work—whether in a lab, on the production floor, or in a hybrid office setting. Depending on your role, your work environment may include:

• Standing, walking, or operating equipment for extended periods
• Working in a lab or manufacturing setting with appropriate PPE provided
• Use of computers and digital tools in an office or hybrid environment
• Occasional lifting or movement of materials
• Adherence to rigorous safety protocols and ergonomic standards

We continuously invest in our facilities and technologies to ensure they support your well-being, productivity, and growth.

Benefits that Empower You:

• Competitive salary with performance-based bonus plans
• 401(k) match + Age-Weighted Defined Contribution
• Comprehensive medical, dental & vision coverage
• Health Savings Account (HSA)
• Paid holidays, vacation, and parental leave
• Flexible work environment
• Learning and development opportunities
• Career and professional growth
• Inclusive culture and vibrant community engagement

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