Quality Technical Assistance Specialist-B2B

Quality Technical Assistance Specialist-B2B

Location: Brecksville, OH (with planned transition to Wickliffe, OH in 2028), Deer Park, TX and Lewisville, TX.

Job Type: Full-Time, On-site (4 days per week).

We value diversity in professional backgrounds and life experiences. By enabling a consistent, unbiased, and transparent recruitment process, Lubrizol seeks to create a positive experience for candidates so we can get to know them at their best. We recognize unique work and life situations and offer flexibility, ensuring our employees feel engaged and fulfilled in every aspect of life.

As a dedicated and knowledgeable Customer Technical Assistance Specialist, you will be the primary point of contact for customers seeking technical support and guidance regarding our products and services. Your expertise and problem‑solving abilities will contribute directly to customer satisfaction and the continuous improvement of our support processes.

• 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 elevate 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.

• 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.
• Experience in Technical Support or Customer Service.
• 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.

• 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 experience is a plus.

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.

• Competitive salary with performance‑based bonus plans.
• 401(k) match + Age-Weighted Defined Contribution.
• Health Savings Account (HSA).
• Paid holidays, vacation, and parental leave.