Customer Support Specialist

About Plasmidsaurus

Plasmidsaurus is on a mission to accelerate new cures and promote a healthier planet by unlocking a new level of productivity for scientists. Our sequencing services are used daily by thousands of innovators including Nobel laureates Fortune 100 pharma and over 70000 scientists.

We began by revolutionizing plasmid sequencing making it exponentially cheaper and faster and built a global logistics network that moves samples from scientists hands to our labs in hours not weeks. Now we are expanding that same disruptive model across all of genomics. With the launch of our new RNA-seq service we are taking a bold step toward our vision to sequence everything providing scientists everywhere with faster simpler and more affordable access to the data that powers discovery.

Every team member at Plasmidsaurus plays a crucial role in driving the future of biotech research. Together we are building the worlds most efficient sequencing engine that operates overnight scales globally and helps scientists make breakthroughs faster than ever before.

About the team

Plasmidsaurus does not just provide DNA sequencingwe 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

The Customer Support Specialist will serve the first point of contact for Plasmidsaurus customers delivering fast consistent and empathetic Tier 1 support. This newly created role will be empowered to resolve most inquiries independently will understand escalation effectively and contribute to standardized workflows process improvements and cross-functional collaboration with a customer-first mindset.

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 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.

Preferred

• Contributed the development of training documentation.

• Experience in Biotech Medtech or Healthtech.

• Knowledge in the lab testing process for sequencing.

• Familiarity with bioinformatics tools and NGS data analysis.

We encourage you to apply even if your experience doesnt perfectly align with the job description as we seek out diverse and creative perspectives. Team members who love to learn and collaborate in an inclusive environment will thrive with us. We are an equal opportunity employer and do not discriminate on the basis of race religion color national origin gender sexual orientation age marital status veteran status or disability status. If you need additional accommodations to feel comfortable during your interview process please let us know at

Required Experience:

IC