Digital Solution Specialist

Pay Range: $19.85hr - $24.85hr Job Overview: The Digital Solution Specialist is an entry-level technical support position within the Customer Care group, responsible for learning and supporting Customer Care Development, Requirements, Functional Testing, Technical Issues, and general tier one support. This position provides an opportunity to develop expertise in digital solutions and quality assurance processes while supporting the Customer Care Department and related functional areas. The position involves working closely with the Customer Care Digital Transformation Leader, IT, and other departments under guidance and mentorship. This position will contribute to upcoming ERP implementation activities, including requirements gathering, testing support, validation assistance, and go-live support activities. Essential Functions: Builds expertise to serve as a technical resource for digital tools and technologies supporting the Customer Care function. Assists in identifying and documenting technical issues, ensuring proper communication and escalation to the IT department. Supports the management of Help Desk tickets within the Customer Care Group under supervision. Assists with troubleshooting system-related problems across platforms such as ERP, phone systems, web interfaces, OCR, and other integrated technologies, while learning to maintain detailed documentation. Participates in testing and validation activities for new and existing systems and digital solutions used by the Customer Care team. Supports the development of functional requirements and test scripts under guidance. Provides regular updates on assigned tasks, project progress, and learning milestones. Handles Tier 1 technical issues and support requests within the Customer Care Group with mentorship. Assists in communication between Customer Care and IT/Development teams regarding technical requirements. Participates in daily team meetings, learning to present metrics and contribute insights. Represents the Customer Care Group at internal meetings with support from senior team members. Assists with the creation of department reports, queries, and data gathering for Customer Care Group. Performs other duties and projects as assigned to support professional development. Minimum Qualifications: Bachelor's degree or equivalent combination of education and experience. 0-2 years of Customer Service experience in an office setting. Preferred Qualifications: Bachelor's Degree in Business, Information Systems, or related field. Must have AI experience. 1-2 years of Customer Service experience in biotech, pharma, or 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 preferred. 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. Skills: Required: CUSTOMER SERVICE, TECHNICAL SUPPORT, FUNCTIONAL TESTING, REQUIREMENTS, TECHNICAL ISSUES Additional: TIER 1 TECHNICAL ISSUES, HELP DESK TICKETS, TROUBLESHOOTING SYSTEM-RELATED PROBLEMS, ERP, PHONE SYSTEMS, WEB INTERFACES, OCR, TESTING AND VALIDATION, FUNCTIONAL REQUIREMENTS, TEST SCRIPTS, TECHNICAL REQUIREMENTS, REPORTS, QUERIES, DATA GATHERING, ENTERPRISE RESOURCE PLANNING (ERP) SYSTEMS, CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEMS, ORDER PROCESSING, DATA ENTRY, VERBAL AND WRITTEN COMMUNICATION SKILLS, ATTENTION TO DETAIL, INITIATIVE, SELF-DIRECTION, ABILITY TO PRIORITIZE TASKS, INTEREST IN TECHNOLOGY, PROCESS IMPROVEMENT, ABILITY TO ADAPT TO A FAST-PACED AND EVOLVING ENVIRONMENT, ANALYTICAL THINKING, ABILITY TO LEARN TECHNICAL CONCEPTS QUICKLY, COMPUTER SKILLS, MS OFFICE PROGRAMS Benefits: Our Benefits Include: Medical, Dental, and Vision Insurance 401(k) Retirement Plan Health Savings Account (HSA) Disability Insurance (Short-Term and Long-Term) Life and AD&D Insurance Paid Sick Leave (where required by applicable state or local law) Supplemental Insurance Plans Identity Theft Protection Pet Insurance Employee Wellness Programs Employee Assistance Program (EAP) Career Growth and Professional Development Opportunities Disclaimer: Benefits eligibility, accrual rates, and usage limits may vary based on employment status, length of service, and work location. Paid Sick Leave is provided in strict accordance with applicable state and municipal mandates. Cynet Systems Inc. reserves the right to modify, amend, or terminate any benefit plans at any time in accordance with applicable laws. About Cynet Systems Founded in 2010 and headquartered in the Washington, DC metro area, Cynet Systems Inc. is a leading technology staffing and workforce solutions company serving Fortune 500 companies, government agencies, and enterprise organizations across the United States and Canada. We deliver agile, scalable talent solutions across IT, engineering, life sciences, clinical, and professional staffing, powered by a high-performing recruitment engine operating across North America and Asia. As a nationally and locally certified Minority Business Enterprise (MBE), Cynet Systems is committed to helping organizations build high-performing teams while empowering professionals to grow rewarding careers. Our organization is certified to ISO 9001, ISO 14001, ISO 27001, and SOC 2 Type II standards, reflecting our commitment to quality, security, operational excellence, and customer success.