Plasmidsaurus

Customer Support Specialist

Plasmidsaurus

full-time

Posted on:

Origin:  • 🇺🇸 United States • California

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Salary

💰 $65,000 - $73,000 per year

Job Level

Junior

Tech Stack

Cloud

About the role

  • Serve the first point of contact for Plasmidsaurus customers, delivering fast, consistent, and empathetic Tier 1 support.
  • Resolve most inquiries independently and understand escalation effectively.
  • 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.
  • Contribute to standardized workflows, process improvements, and cross-functional collaboration with a customer-first mindset.

Requirements

  • 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.
  • Contributed the development of training documentation. (Preferred)
  • Experience in Biotech, Medtech, or Healthtech. (Preferred)
  • Knowledge in the lab testing process for sequencing. (Preferred)
  • Familiarity with bioinformatics tools and NGS data analysis. (Preferred)
  • Are you legally authorized to work in the United States? (application question)
  • Will you now or in the future require visa sponsorship? (application question)
  • Resume, Name, Email required on application.