Quality Technical Assistance Specialist-B2B

About the role

The Lubrizol Corporation, a Berkshire Hathaway company, is seeking a Customer Technical Assistance Specialist to join our dynamic team. This role involves responding promptly and effectively to customer inquiries, troubleshooting technical issues, and collaborating with internal teams to improve support processes.

Responsibilities

• 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.
• Aid in identifying recurring customer issues and recommending improvements to product design, functionality, or support processes.

Requirements

• A high school diploma or GED equivalent is required.
• An 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 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

• Associates or Bachelor’s Degree.
• Experience with SAP.
• Familiarity with troubleshooting tools, diagnostic software, and CRM platforms.
• Specialty Chemical or Medical Device industry experience.

Benefits

• 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.