Biotech AI Product Support Analyst

Benchling; Boston (MA); Hybrid; USD 73,000 - 90,000; Full time

Benefits offered by this job

Hybrid work arrangement

Training opportunities

Job summary

Benchling in Boston is hiring a Product Support Analyst to act as the first line contact for inbound product questions and to troubleshoot issues for our global customer base. You will work across teams to update knowledge articles and empower customers via multi-channel support.

You will participate in trainings, support projects, and customer-focused initiatives as part of a growing, life-sciences focused software company. This role offers a hybrid work arrangement with on-site collaboration.

Qualifications

• BS or MSc in biology or related life science field.
• Experience in a lab or research setting.
• Experience in a customer focused role.
• Strong communication skills.
• Strong organization and time management.
• Empathy and Diplomacy.
• Autonomous and proactive.

Responsibilities

• Be the first line contact to answer product questions and resolve issues for our customers.
• Assist users through troubleshooting and update knowledge articles.
• Coordinate with internal teams to resolve customer issues.
• Document changing product knowledge in internal help articles.
• Deliver trainings for customers and marketing events.
• Lead internal Support projects to improve processes.

Job description

Benchling in Boston is hiring a Product Support Analyst to act as the first line contact for inbound product questions and to troubleshoot issues for our global customer base. You will work across teams to update knowledge articles and empower customers via multi-channel support.

You will participate in trainings, support projects, and customer-focused initiatives as part of a growing, life-sciences focused software company. This role offers a hybrid work arrangement with on-site collaboration.