Technical (Scientific) Support Specialist - East Coast
Plasmidsaurus is on a mission to accelerate new cures and promote a healthier planet by unlocking a new level of productivity for scientists. The Technical Support Specialist will serve as the first point of contact for customers, providing Tier 1-2 technical support to scientists and ensuring high-quality service and troubleshooting.
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
Skills
- A Bachelor's degree 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
- Familiarity with bioinformatics tools and NGS data analysis is beneficial but not required
- A systems thinking approach, looking beyond isolated issues 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
Company Overview
Company H1B Sponsorship