Customer Support Specialist

Customer Support Specialist

Location: Alpharetta, GA (On-Site)
Job Type: Full-Time

About Us

Premier Biotech is a leading manufacturer of rapid drug testing diagnostic devices and a trusted provider of toxicology solutions. Our mission is to advance toxicology through innovative technologies, exceptional service, and strong customer partnerships. We serve a diverse customer base, including direct users, third-party administrators (TPAs), distributors, healthcare organizations, and government agencies.

We are seeking a highly motivated Customer Support Specialist to join our team. This role combines customer service, technical support, order management, and sales support responsibilities. The ideal candidate is customer-focused, detail-oriented, tech-savvy, and thrives in a fast-paced environment.

Position Overview

As the Customer Support Specialist, you will serve as a primary point of contact for customers, providing exceptional service while supporting order processing, account management, and troubleshooting product and platform-related issues. You will work closely with Sales, Operations, Warehouse, Product, Compliance, and Customer Support teams to ensure an outstanding customer experience from initial inquiry through order fulfillment and ongoing support.

Key Responsibilities

• Answer incoming calls and provide first-line customer support.
• Respond to customer inquiries via phone, email, and occasional face-to-face interactions.
• Build strong customer relationships through professionalism, empathy, and active listening.
• Troubleshoot and resolve customer issues related to products, orders, and technology platforms.
• Assist customers with account access, password resets, and basic technical support.
• Investigate issues by asking clarifying questions and identifying root causes before determining solutions.
• Escalate complex issues to appropriate internal teams while ensuring timely follow-up and resolution.
• Maintain accurate customer account records and update transaction statuses as needed.

Sales & Order Management Support

• Enter and process customer orders, website orders, and purchase orders accurately and efficiently.
• Coordinate drop shipments and sample requests.
• Answer customer questions regarding product availability, order status, and shipments.
• Process payments received by phone.
• Support sales representatives with customer account activities and administrative requests.
• Interface regularly with warehouse personnel, vendors, distributors, and internal departments to ensure timely fulfillment.

Operations & Process Improvement

• Become a subject matter expert on Premier Biotech products, services, and customer channels.
• Support direct customers, distributors, TPAs, and government account inquiries.
• Help identify opportunities to improve customer support processes and operational efficiencies.
• Maintain detailed documentation of customer interactions and support activities.
• Collaborate cross-functionally with Sales, Product Development, Engineering, Operations, Compliance, and Customer Success teams.
• Manage multiple priorities while maintaining a high level of accuracy and responsiveness.

QualificationsRequired

• Associate’s degree or Bachelor’s degree preferred; equivalent work experience will be considered.
• Minimum 4 years of experience in customer service, customer support, sales support, order fulfillment, e-commerce, or related customer-facing roles.
• Experience working with CRM, ERP, or customer support platforms such as Sage Intacct, Salesforce, Freshdesk, Zendesk, or similar systems.
• Strong customer service orientation with excellent verbal and written communication skills.
• Ability to multitask and manage competing priorities in a fast-paced environment.
• Proficiency with Microsoft Office and business software applications.
• Strong problem-solving, organization, and time-management skills.
• Demonstrated attention to detail and commitment to accuracy.
• Ability to remain patient, professional, and composed during challenging customer interactions.
• Strong phone etiquette and active listening skills.
• Team-oriented mindset with a positive, “can-do” attitude.

Preferred

• Experience in healthcare, diagnostics, medical devices, biotechnology, or toxicology industries.
• Experience with drug testing products, supplies, or equipment.
• Spanish fluency (spoken and written).
• Experience supporting distributor, government, or healthcare customer channels.

Key Competencies

• Customer-Centric Mindset
• Emotional Intelligence
• Technical Aptitude
• Critical Thinking
• Attention to Detail
• Process Improvement
• Adaptability
• Collaboration
• Professional Communication
• Resilience Under Pressure

Why Join Us?

• Be part of a mission-driven company improving health and safety through toxicology solutions.
• Join a collaborative and supportive team environment.
• Make a meaningful impact on customer success and operational excellence.
• Opportunities for professional development and career growth.
• Work with innovative products and technologies that support healthcare and workplace safety.

Benefits

• 401(k)
• 401(k) Matching
• Medical Insurance
• Dental Insurance
• Vision Insurance
• Paid Time Off
• Flexible Schedule
• Career Development Opportunities

Premier Biotech is an Equal Opportunity Employer and values diversity in the workplace.

Pay: $25.50 - $26.50 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Work Location: Remote