Job Responsibilities

Front-facing Customer Support Specialist

• Assist the Customer Support Team in managing and responding to inquiries from the company’s Community
• Communicate directly with customers in a timely, professional, and friendly manner to resolve their questions and concerns
• Prepare content and materials for our Community, which may include newsletter content, forum content, and more!

Assist with operational aspects of Customer Support

• Work with the order fulfillment team to ensure customer orders are shipped in a timely manner
• Track warranty status of hardware and actively reach out to our community with warranty reminders Update warranty records and serial number information in our cloud-based CRM database
• Provide customers quotes and contracts for Customer Support items as needed Track the effectiveness and efficiency of Customer Success
• Track customer metrics for the team such as number of customers, customer type, number and types of devices purchased
• Track operational metrics for team such as customer satisfaction, response time, resolution time, support cost, etc.

Inspire Customer Success across the Company

• Advocate on behalf of our Community and work with the rest of the company to strengthen customer relationships
• Create company-wide culture of Customer Success
• Provide customer feedback and help drive continuous improvement

Job Requirements

• Bachelor’s degree in Life Sciences and/or laboratory research experience with at least one year of customer support experience

• An amazing communicator
• Manual dexterity required to operate office equipment such as computer, telephones, etc.
• Ability to carry, lift, handle, and reach for objects up to 25 lbs.
• Ability to sit/stand to work at a desk during workday

• Strong sense of empathy for those around you, especially customers
• Love learning, always want to improve, and are not afraid to propose thoughtful solutions to problems!
• Detail-oriented and analytical with a process-oriented mindset Enthusiastic self-starter with strong critical thinking skills
• Excellent time management and organizational abilities
• Intermediate Microsoft Office Skills including pivot tables in Excel preferred
• Experience using cloud-based CRM tools and databases desirable