Digital Solution Specialist

Cynet Systems • San Diego, CA

8d

About The Position

The Digital Solution Specialist is an entry-level technical support position within the Customer Care group. The role learns and supports Customer Care development, requirements, functional testing, technical issues, and general Tier 1 support. Working with the Customer Care Digital Transformation Leader, IT, and other departments under guidance and mentorship, the specialist develops expertise in digital solutions and quality assurance processes. The position also contributes to ERP implementation activities, including requirements gathering, testing support, validation assistance, and go-live support.

The specialist builds expertise in digital tools supporting Customer Care, helps document and communicate technical issues, supports Help Desk ticket management, and assists with troubleshooting integrated systems. The role participates in system testing and validation, supports functional requirements and test-script development, provides progress updates, handles Tier 1 requests with mentorship, and assists with communication between Customer Care and IT/Development. It also includes participation in team and internal meetings, assistance with reports and data gathering, and other assigned duties and projects that support professional development.

Requirements

• Bachelor's degree or an equivalent combination of education and experience.
• 0–2 years of Customer Service experience in an office setting.
• AI experience.
• Strong verbal and written communication skills.
• High attention to detail and commitment to accuracy.
• Demonstrated initiative, self-direction, and ability to prioritize tasks.
• Interest in technology and process improvement.
• Ability to adapt to a fast-paced and evolving environment.
• Analytical thinking and ability to learn technical concepts quickly.
• Strong computer skills, including proficiency with MS Office programs.

Nice To Haves

• Bachelor's degree in Business, Information Systems, or a related field.
• 1–2 years of Customer Service experience in biotech, pharma, or a related industry.
• Basic familiarity with Enterprise Resource Planning (ERP) systems.
• Basic familiarity with Customer Relationship Management (CRM) systems.
• Exposure to Customer Relationship Management (CRM) systems.
• Some experience with order processing or data entry.

Responsibilities

• Build expertise to serve as a technical resource for digital tools and technologies supporting the Customer Care function.
• Help identify and document technical issues and ensure they are communicated and escalated appropriately to IT.
• Support management of Help Desk tickets within the Customer Care Group under supervision.
• Assist with troubleshooting system-related problems across ERP, phone systems, web interfaces, OCR, and other integrated technologies, while maintaining detailed documentation.
• Participate in testing and validation of new and existing systems and digital solutions used by the Customer Care team.
• Support development of functional requirements and test scripts under guidance.
• Provide regular updates on assigned tasks, project progress, and learning milestones.
• Handle Tier 1 technical issues and support requests within the Customer Care Group with mentorship.
• Assist communication between Customer Care and IT/Development teams regarding technical requirements.
• Participate in daily team meetings and learn to present metrics and contribute insights.
• Represent the Customer Care Group at internal meetings with support from senior team members.
• Assist with department reports, queries, and data gathering for the Customer Care Group.
• Perform other duties and projects as assigned to support professional development.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level