Plasmidsaurus
Technical Support Specialist (East Coast)
Plasmidsaurus’ Technical Support Specialists serve as the first point of contact for our customers, delivering fast, consistent, and empathetic Tier 1-2 technical support to scientists in academic and research labs, and at biotech and pharmaceutical companies of all sizes. This position is a great fit for those with a background in biomedical sciences who are passionate about helping researchers succeed and thrive at solving problems. You will play a critical role in supporting our customers, and will help with any challenges, from troubleshooting technical issues, and monitoring sequencing processes to maintaining the highest quality and record keeping standards.
Responsibilities
Respond to customer inquiries via email and phone in a timely and professional manner balancing urgency and quality in your responses.
Provide expert technical support for our sequencing services, quickly interpreting scientific information communicated by customers, and identifying their needs and the best path to solutions for their requests
Utilize internal systems with meticulous attention to detail to ensure rapid and precise inquiry resolution.
Monitor sequencing process outputs and troubleshoot inconsistencies to ensure high-quality results.
Identify and escalate complex issues to the appropriate departments, collaborating directly with our laboratory technicians, bioinformatics specialists, and software teams.
Maintain accurate records of customer interactions and support cases in our CRM system.
Provide feedback to improve workflows, documentation, and overall customer experience.
Qualifications
A Bachelor’s degree in Biology, Genetics, Molecular Biology, or a related field
Experience in DNA sequencing, genomics, or molecular biology techniques
Some experience interacting with customers or users, ideally fielding high volume requests as the first point of contact
Strong critical thinking and problem-solving skills and excellent analytical capabilities
An ability to prioritize tasks and communication efficiently, ensuring timely updates without sacrificing quality of solutions or responses
Strong written and verbal communication and customer service skills
A proactive, solutions-oriented mindset and the ability to work both independently and collaboratively in a fast-paced startup environment
Nice to have
Familiarity with bioinformatics tools and NGS data analysis is beneficial but not required
A systems thinking approach to improve workflows, prevent recurring problems, and enhance the overall user experience
Contributed to the development of training documentation
Direct startup experience in Biotech, Medtech, or Healthtech
Experience with ticketing services like Service Hub, Zendesk, or Service Cloud
Working hours Location: Boston/Cambridge, MA or Louisville, KY
Working hours are 10am to 6pm EST Monday - Friday and hybrid in office on M/W/F
Infrequent, occasional weekend coverage
Seniority level
Associate
Employment type
Full-time
Job function
Customer Service
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Responsibilities
Respond to customer inquiries via email and phone in a timely and professional manner balancing urgency and quality in your responses.
Provide expert technical support for our sequencing services, quickly interpreting scientific information communicated by customers, and identifying their needs and the best path to solutions for their requests
Utilize internal systems with meticulous attention to detail to ensure rapid and precise inquiry resolution.
Monitor sequencing process outputs and troubleshoot inconsistencies to ensure high-quality results.
Identify and escalate complex issues to the appropriate departments, collaborating directly with our laboratory technicians, bioinformatics specialists, and software teams.
Maintain accurate records of customer interactions and support cases in our CRM system.
Provide feedback to improve workflows, documentation, and overall customer experience.
Qualifications
A Bachelor’s degree in Biology, Genetics, Molecular Biology, or a related field
Experience in DNA sequencing, genomics, or molecular biology techniques
Some experience interacting with customers or users, ideally fielding high volume requests as the first point of contact
Strong critical thinking and problem-solving skills and excellent analytical capabilities
An ability to prioritize tasks and communication efficiently, ensuring timely updates without sacrificing quality of solutions or responses
Strong written and verbal communication and customer service skills
A proactive, solutions-oriented mindset and the ability to work both independently and collaboratively in a fast-paced startup environment
Nice to have
Familiarity with bioinformatics tools and NGS data analysis is beneficial but not required
A systems thinking approach to improve workflows, prevent recurring problems, and enhance the overall user experience
Contributed to the development of training documentation
Direct startup experience in Biotech, Medtech, or Healthtech
Experience with ticketing services like Service Hub, Zendesk, or Service Cloud
Working hours Location: Boston/Cambridge, MA or Louisville, KY
Working hours are 10am to 6pm EST Monday - Friday and hybrid in office on M/W/F
Infrequent, occasional weekend coverage
Seniority level
Associate
Employment type
Full-time
Job function
Customer Service
#J-18808-Ljbffr