Customer Client Support Ops Coordinator II

Key Responsibilities

+ Serve as the first line of support for Life Sciences customers, responding to inquiries received through shared mailboxes and case management systems.

+ Identify, troubleshoot, and resolve user or system issues related to Reed Tech platforms and tools.

+ Log, categorize, and track tickets in the CRM or issue management system (e.g., Salesforce, ServiceNow, Jira), escalating to onshore teams when needed.

+ Follow defined Standard Operating Procedures (SOPs) and ensure consistent, high-quality documentation for each case.

+ Coordinate with onshore Product Support, Engineering, and QA teams to resolve recurring technical issues.

+ Perform routine checks on customer queues to ensure SLA compliance and consistent customer experience.

+ Contribute to internal knowledge base updates and service improvement initiatives.

+ Handle sensitive customer dat...