Serve as a primary point of contact for customers for technical and scientific support, working collaboratively with other Technical and Application Support team members to coordinate responses, share context, and ensure consistent, high-quality support.
Status communications with customer
Logging cases and associated communications and resolutions in the CRM
Informing requirements for scaling support process and infrastructure
Tracking support metrics
Perform platform demonstrations as needed to support sales
Perform internal trainings for new field employees
As a foundational member of the team, contribute to the building of the technical knowledgebase and processes to facilitate scaling of support as the user base expands
Collaborate with internal R&D teams during the product development cycle, providing critical insights via Voice of Customer
Contribute to the creation of customer training materials and documentation, working closely with internal resources
Assist in the scaling of our CRM toolset, ensuring effective integration with ERP and marketing automation

Requirements

BS, MS or PhD in the biological sciences
Demonstrated experience in the generation of technical documentation
Pragmatic thinker with a clear and effective approach to problem-solving
Strong orientation towards process improvement and unwavering commitment to quality
In-depth understanding of preparing materials to enhance customer support
Excellent relationship-building skills, with the ability to engage effectively with diverse personalities both inside and outside the company
Outstanding written, verbal, and presentation skills, capable of conveying complex information with clarity

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

technical documentation generationsupport metrics trackingCRMERPmarketing automationplatform demonstrationscustomer training materials creation

Soft Skills

problem-solvingprocess improvementrelationship-buildingcommunicationpresentation skills

Certifications

BS in biological sciencesMS in biological sciencesPhD in biological sciences