Customer Support Specialist (Biotech)

TL;DR

Customer Support Specialist (Biotech): Providing technical assistance and support for genomic analysis services with an accent on triaging technical queries and coordinating sample deviations. Focus on ensuring a seamless customer experience by bridging communication between users and laboratory teams.

Location: Hybrid (1-2 days onsite per week in Burlington, MA). Visa sponsorship will not be provided.

Salary: $70,000–$94,000 per year

Company

Broad Clinical Labs (BCL) at the hirify.global of MIT & Harvard is dedicated to solving challenging biomedical problems through cutting-edge genomic data generation and analysis.

What you will do

• Provide prompt and professional support to customers via email, phone, and other communication channels.
• Conduct basic demonstrations of the ordering application for internal and external users.
• Triage and resolve routine customer questions regarding application functionality and troubleshooting.
• Investigate sample deviations and coordinate with laboratory teams to maintain sample flow.
• Document user feedback and recurring issues to assist in product improvement efforts.
• Collaborate with Account Managers, Clinical Operations, and Lab Operations teams.

Requirements

• Minimum 1+ years of experience in a customer-facing support role.
• Must be based in or be able to work hybrid in Burlington, MA.
• English: Professional proficiency required.
• Bachelor's Degree preferred.
• Experience in the life sciences or biotechnology industry.
• Strong organizational skills and ability to maintain confidentiality.

Nice to have

• Familiarity with sequencing technologies and applications.

Culture & Benefits

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