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
The Broad Institute brings together a diverse group of individuals from across its partner institutions — undergraduate and graduate students, postdoctoral fellows, professional scientists, administrative professionals, and academic faculty. It was founded in 2003, and is headquartered in Cambridge, Massachusetts, USA, with a workforce of 1001-5000 employees. Its website is http://www.broadinstitute.org.