What are the responsibilities and job description for the Customer Support Specialist position at Plasmidsaurus?
About the team
Plasmidsaurus does not just provide DNA sequencing—we deliver exceptional support to the scientists who use our services daily. We ensure that they select the right service to solve their specific research questions and rapidly develop and deploy new services when our clients need them. Our Customer Support team interacts with clients around the world to ensure they get the most out of our service, providing the highest level of support for their general inquiries.
About the role
We are seeking a Customer Support Specialist to join our team. You will serve as the first point of contact for our clients, providing them with outstanding support and assistance. Your role will involve addressing general inquiries, resolving issues, and ensuring a seamless experience for our clients. If you are a proactive problem-solver with excellent communication skills, we want to hear from you!
Responsibilities
- 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.
Qualifications
- 4 year college degree in Biological Sciences or similar, preferred
- 1-3 years previous experience in customer service or client support is preferred
- 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
- Familiarity with bioinformatics tools and NGS data analysis is beneficial but not required
- Experience with HubSpot, Salesforce, or other CRM systems is a plus
Working Hours: Monday to Friday, 9:00am-5:00pm CDT with ability to be flexible as required for coverage.
