Customer Support Specialist II, Broad Clinical Labs

Broad Institute of MIT and Harvard is dedicated to solving challenging biomedical problems through cutting-edge technology. The Customer Support Specialist II role focuses on providing prompt and courteous assistance to customers, triaging technical questions, and coordinating with laboratory teams to ensure a seamless customer experience.

Responsibilities

• 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
• 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
• 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

Skills

• 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
• Hybrid working conditions with approximately 1-2 days onsite per week required
• Must be able to cover the hours of 9am - 5pm, Monday through Friday
• Some weekend and holiday coverage will be required
• Bachelor's Degree preferred
• 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

Benefits

• Medical, dental, vision, life, and disability insurance
• 401(k) retirement plan
• Flexible spending and health savings accounts
• At least 13 paid holidays
• Winter closure
• Paid time off
• Parental and family care leave
• Employee assistance program

Company Overview