Biotech Customer Support Specialist

HistoWiz; New York (NY); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Health insurance

Parental leave

NY commuter benefits

FSA/HSA

401k

PTO 3 weeks

Team events

Job summary

HistoWiz in New York City is seeking a Customer Service Associate to help scientists navigate our histopathology platform and support client needs.

You will handle technical inquiries via phone and email, qualify leads, and coordinate with internal teams to resolve issues while maintaining accurate client information and contracts. Prior experience in biotech or startups is a plus, with emphasis on clear communication and professional service.

Qualifications

• BA or BS in a scientific or communications-related field.
• Experience in a customer service, customer success, technical support or similar role.
• Excellent computer and technology proficiency.
• Excellent communication skills and ability to work well under pressure.
• Experience in a CRO or biotech company is desirable.
• Experience working in a startup is a plus.

Responsibilities

• Provide technical assistance and guide users through the platform.
• Work directly with clients to manage their needs and preferences.
• Communicate via telephone and email to address customer issues.
• Obtain and process all client information and transactions.
• Qualify leads and direct them to the appropriate department.
• Answer client questions in a timely, informative and professional manner.
• Escalate major problems to upper management.
• Train clients on newly released platform features.
• Maintain documentation and contracts as required.
• Compile and update necessary documents as necessary.
• Exhibit expert knowledge regarding the products and services offered.
• Work according to set standards and operating procedure.

Skills

Customer service experience

Technical proficiency

Strong communication

Fast learner

Problem solving

Education

BA or BS in a scientific or communications-related field

Tools

CRM software

Ticketing systems

Job description

About the Job

HistoWiz is the largest online histopathology company based in New York City. Our mission is to help biomedical researchers find cures by accelerating histopathology and enabling global collaboration. We are looking for a Customer Service Associate to join our dynamic team and make an impact in the scientific community.

Essential Job Functions

• Provide technical assistance and assist with navigation of the company's platform
• Work directly with clients to effectively manage their needs and preferences
• Communicate via telephone and email to address customer issues
• Obtain and process all client information and transactions
• Qualify leads and direct them to the appropriate department
• Answer client questions or concerns in a timely, informative and professional manner
• Calmly handle customer complaints and work to find solutions
• Seek assistance and report major problems to upper management
• Compile and update necessary documents, contracts, etc.
• Perform basic administrative and clerical duties as necessary
• Exhibit expert knowledge regarding the products and services offered
• Work according to set standards and operating procedure
• Train clients on newly released platform features

Requirements

• BA or BS in a scientific or communications-related field
• Experience in a customer service, customer success, technical support or similar role
• Excellent computer and technology proficiency
• Excellent communication skills and ability to work well under pressure
• Experience in a CRO or biotech company is desirable
• Experience working in a startup is a plus

Benefits

• 100% coverage on employee health, vision and dental insurance; partial coverage for family
• Parental leave
• NY Commuter benefits
• Flexible Spending Accounts (FSA) and Health Savings Account (HSA)
• Retirement planning (401k)
• 3 weeks PTO
• Team building events outside of the office