Customer Support Specialist

Customer Support Specialist

Work Location: Palo Alto, California

Job type: Full-Time

Posted: 07-12-2021

Salary: Negotiate


Job Description

Please see JD

Job Responsibilities

• Join our team of front-facing Customer Support Superstars

  • Assist the Customer Support Team in managing and responding to inquiries from the company 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

If these things describe you, then you will be the perfect fit for us!

  • You have a Bachelor’s degree in life sciences and/or laboratory research experience with at least one year of customer support experience
  • You are an amazing communicator – in just one email or phone conversation you can make anyone feel like an old friend!
  • You have a strong sense of empathy for those around you, especially customers
  • You 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
  • Bonus: Intermediate Microsoft Office Skills (including pivot tables in Excel)
  • Bonus: Experience using cloud-based CRM tools and databases
  • 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


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