Customer Support Specialist

Customer Support Specialist

Work Location: Palo Alto, California

Job type: Full-Time

Posted: 07-12-2021

Salary: Negotiate


Job Description

Our client is seeking an individual to support their research and accelerate their discoveries. As a Customer Support Specialist, you will play an integral role in increasing customer satisfaction and success with our products and services.

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


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