Customer Support Specialist II
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Job Location:
Burlington, CO - USA
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
General information
Description & Requirements
Broad Clinical Labs (BCL) at the Broad Institute of MIT & Harvard is dedicated to solving the worlds most challenging biomedical problems through continuous development and investment in cutting-edge technology and large-scale research projects that are bothchallenging and complex. BCL provides a range of research and clinical services including CLIA-licensed and CAP-accredited genomic data generation and advanced genomic analysis both for the Broad research community and for the rest of the world.
A Customer Support Specialist knows how to get things done. This includes having excellent time management skills attention to detail and a willingness to work in a fast-paced organization with constantly changing priorities. This role focuses on delivering prompt accurate and courteous assistance to ensure a seamless customer experience. The individual in this role will triage technical questions coordinate with laboratory teams on sample deviations and help users navigate our platform effectively.
KEY RESPONSIBILITIES
Customer Support & Engagement
- Establish and maintain a high level of professionalism and positive rapport with our customers by providing solutions via email phone and other communication channels in a prompt accurate and courteous manner
- Conduct basic demonstrations of the ordering application for internal and external users ensuring they understand how to use the platform and where to find helpful resources.
- Identify and resolve routine customer questions regarding application functionality and troubleshooting.
Technical & Operational Support
- Follow established workflows to escalate complex technical issues to appropriate internal teams (engineering product management) to ensure timely resolution.
- Investigate incoming sample deviations and coordinate with customers and laboratory teams to resolve minor discrepancies and maintain sample flow.
- Accurately document and report user feedback and recurring issues to senior members to assist in product improvement efforts.
Internal Collaboration & Growth
- Utilize and provide feedback on existing application manuals and troubleshooting guides to internal teams and customers.
- Maintain positive working relationships with immediate internal teams including Account Managers Clinical Operations and Lab Operations
- Proactively develop a foundational understanding of our genomic products and services to better assist customer needs by attending seminars talks and community events
- Perform other duties as assigned to support business needs and customer requirements.
MINIMUM QUALIFICATIONS
- Bachelors 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
- Accuracy great attention to detail and excellent follow-through. Excellent interpersonal skills flexibility to accommodate different situations and requirements.
- Must be able to work independently and take initiative
WORKING CONDITIONS
- Hybrid. Approximately 1-2 days onsite per week will be required
- Must be able to cover the hours of 9am - 5pm Monday through Friday
- Some weekend and holiday coverage will be required
The Broad Institute will not support visa sponsorship for this position.
Required Experience:
IC
About Company
Broad Institute is a multidisciplinary community of researchers on a mission to improve human health.
