Customer Support Specialist (Biotech)

TL;DR

Customer Support Specialist (Biotech): Delivering prompt and accurate support to customers, ensuring a seamless experience with Broad Clinical Labs' genomic services with an accent on technical troubleshooting, sample deviation coordination, and platform navigation. Focus on resolving user questions, escalating complex issues, and documenting user feedback for product improvement.

Location: Hybrid, approximately 1-2 days onsite per week in Burlington, MA. Must be able to cover the hours of 9am - 5pm, Monday through Friday. Some weekend and holiday coverage will be required.

Salary: $70,000.00/yr - $94,000.00/yr

Company

Broad Clinical Labs (BCL) at the hirify.global of MIT & Harvard is dedicated to solving the world’s most challenging biomedical problems through continuous development and investment in cutting-edge technology and large-scale research projects.

What you will do

• Provide prompt, accurate, and courteous assistance to customers via email, phone, and other communication channels.
• Conduct demonstrations of the ordering application for internal and external users.
• Investigate sample deviations and coordinate with customers and laboratory teams to resolve minor discrepancies.
• Document and report user feedback and recurring issues to senior members.
• Utilize and provide feedback on existing application manuals and troubleshooting guides.
• Maintain positive working relationships with internal teams, including Account Managers, Clinical Operations, and Lab Operations.

Requirements

• Bachelor's Degree preferred, minimum of 1+ years of experience in a customer-facing support role, preferably in the life sciences or biotechnology industry; familiarity with sequencing technologies and applications a plus.
• Exceptional organizational skills needed.
• Excellent communication skills and the ability to interact professionally with all levels of staff and external contacts are required.
• Ability to work both independently and as part of a multidisciplinary team.
• Ability to maintain confidentiality.
• Strong work ethic and willingness to take ownership of wide-ranging responsibilities.

Culture & Benefits

• Comprehensive benefits package including medical, dental, vision, life, and disability insurance.
• 401(k) retirement plan.
• Flexible spending and health savings accounts.
• At least 13 paid holidays, winter closure, and paid time off.
• Parental and family care leave.
• Employee assistance program.