Technical Support Coordinator

4 weeks ago

Alabaster, Alabama, United States Croda Full time
Technical Support Coordinator Croda is a FTSE100 organization driven around our purpose of Smart Science to Improve Lives. With over 6,000 employees across 39 countries, we are focused on the research and development of novel and highly sustainable raw materials for the Life Sciences and Consumer Care sectors. We are passionate and excited about how we can develop and utilize new technologies to shape and inspire changes within an ever-growing marketplace. As our business looks to deliver its ambitious strategy of growth, we are looking for a Technical Support Specialist to join our team. You will be responsible for providing outstanding service and ensuring customer happiness. The Technical Support Specialist will also create compelling, customer-focused content that translates complex technical concepts into clear, engaging materials to enable customers to understand and utilize our products and services effectively. What You'll Be Doing: Be part of a team that values diversity, sustainability, and continuous innovation, where your ideas and contributions matter. Technical Support:
•Deliver dedicated technical support for the Croda Pharma product lines, including Avanti ResearchTM RUO and AvantiTM GMP portfolios.
•Processing customer calls, emails, and live chat messages within Service Level Agreements (SLAs), offering technical assistance and follow-up
•Ensure that customer experience objectives are met or exceeded
•Deliver a high level of customer service to all stakeholders, both internal and external
•Collaborate with sales, customer service, management, quality, and other departments to improve the customer experience.
•Collaborate with team members to exchange information and effectively implement solutions
•Record daily interactions with accurate information within appropriate systems Development of FAQ Database:
•Identify target audience and their common questions
•Collaborate with sales, marketing, business development, customer service and other departments to gather frequently asked questions
•Develop clear, concise, and accurate answers to FAQs that align with the brand voice
•Collaborate with marketing to incorporate multimedia elements to enhance comprehension where needed
•Host/integrate the FAQ database on the website and other appropriate platforms
•Constantly monitor customer inquiries to deliver content updates and integrate feedback from internal and external stakeholders Technical Content Development:
•Develop technical product information, product descriptions, product comparisons, and alternate suggestions to support both RUO and GMP portfolios
•Identify and execute process improvements related to technical support
•Attend professional workshops and seminars as assigned
•Work closely with scientists, product managers, and applications specialists to gather technical information
•Implement version control processes for technical content
•Stay up to date on new product introductions, technologies, market changes, competitors and new customer applications to develop appropriate technical content
•Participate in training sessions leveraging data from technical support inquires that further enable our sales team to answer technical questions and promote products to customers Travel:
•Promote the RUO catalogue at tradeshows and events
•Demonstrate high levels of customer-facing soft skills Other:
•Assist customer service with orders and phone calls when needed
•Report any actual or potential safety hazards to the appropriate personnel Who We're Looking For: At Croda, we believe our people are the heart of our success. We are committed to fostering an environment where you can grow, make a meaningful impact, and thrive.
  • Bachelor of science degree in a relevant field (i.e. chemistry, biology, biochemistry, etc.) is required.
  • Hands on experience in organic chemistry, lipid biology, or biologic delivery systems is required.
  • Experience in customer care and customer communication is preferred.
  • Familiarity with lipids and/or polymers is preferred.
  • Experience with customer support software such as Zendesk is preferred.
  • Excellent oral and written communication, and problem-solving skills
  • Proficiency in Microsoft Word, Excel, and Outlook
  • Strong interpersonal, and self-motivational skills
  • Ability to travel
Don't meet all the qualifications? We still encourage you to apply At Croda, we believe diverse perspectives and unique experiences drive innovation and strengthen our team. What We Offer: Join a global organization with countless opportunities for growth and leadership. The successful candidate will receive a competitive salary and benefits package including:
•Excellent Medical, Dental, and Vision coverage, available immediately.
•Generous PTO
•401K Match
•Wellness Reimbursement
•Parental Leave
•Career Development
•Company paid and voluntary Life and AD&D Insurance
•Short and long term disability
•Paid Holidays And more Additional Information This is position based at our Alabaster site. If you require any reasonable adjustments during the hiring process or experience any issues with our online application process, please email jobs@croda.com. Croda recognizes employees as our strength and the diversity they bring to our workforce are directly linked to our ongoing success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including age, race, colour, religion, national origin, gender, sexual orientation, gender identity, gender expression, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. In accordance with applicable law, we make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as any mental health or physical disability needs. Equal Opportunity Employer/Disability/Veterans. This Organization Participates in E-Verify Croda

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