Customer Support Specialist

Plasmidsaurus; Deutschland; Remote; EUR 35.000 - 50.000; Vollzeit

Zusammenfassung

A biotech company in Germany is seeking a Customer Support Specialist to serve as the first point of contact for customer inquiries. This role involves providing tier 1 support, resolving issues independently, and contributing to process improvements. The ideal candidate will have a degree in Biological Sciences and 1-3 years of experience in customer service. Strong analytical skills and effective communication are essential for success in this fast-paced environment.

Qualifikationen

• 1-3 years previous experience in customer service or client support.
• Strong analytical and problem-solving skills.
• Ability to work independently and collaboratively.

Aufgaben

• Respond to customer inquiries via email and phone.
• Provide accurate information about products and services.
• Utilize internal systems for precise inquiry resolution.
• Identify and escalate complex issues to appropriate departments.
• Maintain accurate records of customer interactions.

Kenntnisse

Analytical skills

Problem-solving skills

Written communication

Verbal communication

Customer service skills

Ausbildung

4-year degree in Biological Sciences or similar

Tools

Service Hub

Zendesk

Service Cloud

HubSpot

Salesforce

Jobbeschreibung

The Customer Support Specialist will serve the first point of contact for Plasmidsaurus customers, delivering fast, consistent, and empathetic Tier 1 support. This newly created role will be empowered to resolve most inquiries independently, will understand escalation effectively, and contribute to standardized workflows, process improvements, and cross-functional collaboration with a customer-first mindset.

Responsibilities

• Respond to customer inquiries via email and phone in a timely and professional manner.

• Provide accurate information about our products and services to clients.

• Utilize internal systems with meticulous attention to detail to ensure rapid and precise inquiry resolution.

• Identify and escalate complex issues to the appropriate departments.

• Maintain accurate records of customer interactions and support cases.

• Assist with quality control checks to uphold operational standards.

• Provide feedback to improve workflows, documentation, and overall customer experience.

Qualifications

• 4-year degree in Biological Sciences or similar, preferred.

• 1-3 years previous experience in customer service or client support, working in a support, help desk, or client facing role.

• Strong analytical and problem-solving skills.

• Excellent written and verbal communication and customer service skills with a proactive, solutions-oriented mindset.

• Ability to work independently and collaboratively in a fast-paced startup environment.

• Experience with ticketing services like Service Hub, Zendesk, Service Cloud, etc.

• Experience with HubSpot, Salesforce, or other CRM systems is a plus.

Preferred

• Contributed the development of training documentation.

• Experience in Biotech, Medtech, or Healthtech.

• Knowledge in the lab testing process for sequencing.

• Familiarity with bioinformatics tools and NGS data analysis.