Customer Support Specialist

Plasmidsaurus; United States; Remote; USD 40,000 - 60,000; Full time

Job summary

A biotech startup seeks a Customer Support Specialist to handle inquiries and provide product information. Candidates should have a degree in Biological Sciences and 1-3 years in customer service. Strong analytical and problem-solving skills are essential. Experience with customer support tools like Zendesk is a plus. This role offers a collaborative environment to enhance your career in the biotech sector.

Qualifications

• 1-3 years experience in customer service or client support.
• Strong analytical and problem-solving skills.
• Ability to work independently in a fast-paced environment.

Responsibilities

• Respond to customer inquiries via email and phone.
• Provide accurate information about products and services.
• Maintain accurate records of customer interactions.

Skills

Customer service

Analytical skills

Problem-solving

Communication skills

Attention to detail

Education

4-year degree in Biological Sciences

Tools

Zendesk

Salesforce

HubSpot

Job description

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.