Customer Support Agent

Orgenesis is seeking a responsive, empathetic, and detail-oriented Customer Support Agent to provide front-line assistance to customers, healthcare partners, and stakeholders across its global POCare™ platform. This role is responsible for handling inquiries, resolving issues, providing product and service support, and ensuring a seamless customer experience across multiple communication channels. The Customer Support Agent plays a key role in maintaining high customer satisfaction, strengthening client relationships, and supporting Orgenesis’ mission of advancing cell and gene therapy solutions.

The ideal candidate is patient, solution-focused, and able to thrive in a fast-paced, service-driven environment. Essential Responsibilities
Customer Assistance & Support
Respond to customer inquiries via phone, email, chat, and support ticketing systems. Provide accurate information about services, programs, and company offerings.

Assist customers with troubleshooting basic issues and service navigation. Deliver timely, professional, and empathetic support. Ensure all customer interactions meet service quality standards.

Issue Resolution & Case Management
Log, track, and manage customer support tickets in CRM or helpdesk systems. Investigate customer issues and provide appropriate solutions. Escalate complex or unresolved issues to senior support or technical teams.

Follow up with customers to ensure full resolution and satisfaction. Maintain ownership of assigned cases until closure. Customer Account Support
Assist customers with account setup, access, updates, and maintenance.

Verify customer identity and update records accurately. Support onboarding of new customers into systems or services. Maintain accurate and up-to-date customer information.

Ensure compliance with data privacy and security requirements. Communication & Relationship Management
Communicate clearly, professionally, and empathetically with customers. Build positive relationships and foster trust with clients and stakeholders.

Manage difficult or escalated conversations with professionalism. Provide proactive updates regarding case status or service issues. Support customer retention through quality service delivery.

Documentation & Reporting
Record all customer interactions in CRM or ticketing systems. Maintain accurate notes, case histories, and resolution details. Generate basic support reports and activity summaries.

Identify recurring issues and report trends to management. Ensure documentation accuracy and compliance with standards. Cross-Functional Collaboration
Work closely with Technical Support, Customer Success, Operations, Compliance, and IT teams.

Coordinate resolution of customer issues across departments. Share customer feedback to improve products and services. Participate in team meetings and training sessions.

Support continuous improvement initiatives. Compliance & Confidentiality
Maintain strict confidentiality of customer, patient, and company data. Follow all company policies and data protection regulations.

Ensure compliance with healthcare and industry standards where applicable. Report security or compliance concerns promptly. Handle sensitive information with professionalism and discretion.

Required Qualifications
Education
High School Diploma or GED required. Associate’s Degree in Business, Communications, Healthcare Administration, or related field preferred. Experience
1–3 years of experience in customer service, call center support, helpdesk, or client services.

Experience in healthcare, biotechnology, pharmaceutical, or regulated industries preferred. Experience using CRM or ticketing systems is highly desirable. Technical Skills
Proficiency in Microsoft Office Suite (Word, Excel, Outlook).

Experience with CRM/helpdesk platforms such as Zendesk, Salesforce Service Cloud, Freshdesk, or similar systems. Strong typing, data entry, and computer navigation skills. Ability to quickly learn new systems and software tools.

Basic troubleshooting and problem-solving abilities. Preferred Qualifications
Bachelor’s Degree in a related field. Experience in remote or high-volume customer support environments.

Familiarity with healthcare or life sciences customer service. Multilingual communication skills (a plus). Knowledge of customer experience best practices.

Core Competencies
Customer Service Excellence
Communication Skills
Active Listening
Empathy & Patience
Problem Solving
Conflict Resolution
Attention to Detail
Time Management
Team Collaboration
Adaptability
Accountability
Professionalism
Key Performance Indicators (KPIs)
First Response Time
Average Resolution Time
Customer Satisfaction Score (CSAT)
First Contact Resolution Rate
Ticket Volume Handling Efficiency
Escalation Rate
Case Closure Rate
Quality Assurance Scores
Customer Retention Support Metrics
Physical Requirements
Ability to work at a computer for extended periods. Ability to communicate effectively via phone, email, chat, and video platforms. Ability to manage multiple customer interactions simultaneously.

Ability to work in a fast-paced, deadline-driven environment.

Benefits

Health & Wellness Benefits
Comprehensive Medical Insurance
Dental Insurance
Vision Insurance
Prescription Drug Coverage
Employee Assistance Program (EAP)
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Mental Health and Wellness Programs
Financial Benefits
Competitive Base Salary
Performance-Based Bonus Opportunities
401(k) Retirement Plan with Company Match
Life Insurance Coverage
Short-Term Disability Insurance
Long-Term Disability Insurance
Accidental Death & Dismemberment Insurance
Paid Time Off
Paid Vacation
Paid Holidays
Paid Sick Leave
Personal Days
Bereavement Leave
Jury Duty Leave
Family and Medical Leave (where applicable)
Professional Development
Customer Support Training Programs
Continuing Education Opportunities
Tuition Assistance Programs
Certification Support
Career Advancement Opportunities
Leadership Development Programs
Work-Life Balance
Remote and Hybrid Work Opportunities (where applicable)
Flexible Scheduling Options
Employee Recognition Programs
Inclusive and Collaborative Work Environment
Employee Wellness and Engagement Programs
Working Conditions
Office, remote, or hybrid work environment. Frequent interaction with customers, healthcare professionals, and internal teams. Daily use of CRM and support ticketing systems.

Fast-paced environment requiring strong communication and problem-solving skills. Equal Employment Opportunity Statement
Orgenesis is an Equal Opportunity Employer committed to fostering a diverse, equitable, and inclusive workplace. Employment decisions are based on qualifications, merit, performance, and business needs without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity, or any other protected characteristic under applicable law.