Customer Support Specialist
Rockville, MD, United States
Job Description Job Description GW DOC # G2023-04030 Customer Support Specialist
Job Summary:
We are seeking an experienced and knowledgeable Customer Support Specialist to join our team at Psomagen, Inc. As a leading company providing services for research and clinical projects in the multi-omics field over 18 years, we require a candidate with experience in the Next Generation Sequencing Service field and a strong track record in customer support. The ideal candidate will be responsible for providing technical support, resolving inquiries and issues, and maintaining positive relationships with client.
Responsibilities:
Provide exceptional customer support by promptly addressing customer inquiries and resolving issues
Develop and implement customer support strategies and processes to enhance customer experience and satisfaction
Handle escalated customer inquiries or complaints, ensuring timely and effective resolution
Collaborate with cross-functional teams to ensure a seamless and positive customer journey from order entry to post-sales support
Monitor customer feedback and analyze data to identify areas for improvement
Maintain up-to-date knowledge of multi-omics services to effectively assist customers
Participate in training programs to enhance knowledge and skills for delivering excellent customer service
Track and report customer support metrics to management
Qualifications:
Bachelor's degree in biology, biochemistry, or related field (or equivalent experience)
Minimum 3 years of experience in customer support, preferably in a technical or service-oriented industry
Working experience or knowledge of next-generation sequencing technologies and services
Excellent written and verbal communication skills in English
Strong problem-solving skills and ability to handle difficult situations with customers
Ability to work collaboratively with cross-functional teams
Experience in developing and implementing customer support strategies and processes
Proficiency in using customer support software and tools (e.g., CRM software, Microsoft Excel, Google Docs, Order Management Systems)
Benefits
Medical, dental, and vision insurance (Monthly insurance premium is covered 100% by the employer)
401(k) Plan + company match
Cashable/Non-cashable time-off vacation
Long-term employment cashable vacation
2-hour off for an annual check-up
Money Gifts for congratulatory/condolences
Wellness programs
Lunch allowance and drinkware reimbursement
Company Overview
Psomagen, Inc., founded in 2004 in Rockville, MD, is at the forefront of genetic and genomic testing. The company offers cutting-edge genomic services through next-generation and Sanger sequencing with data analysis services for applications in basic research and clinic diagnostics. The service laboratory has been certified under the Clinical Laboratory Improvement Amendments (CLIA) and accredited by the College of American Pathologists (CAP), which demonstrates the highest level of quality and safety in the market.
Listed on the KOSDAQ in July 2020, the company is rapidly expanding its business from B2B to B2C and from Research to Clinical markets. The company has broadened the capabilities in the healthcare space such as at-home kits for analysis of genetic traits and microbiome profiles. With CLIA-certified and CAP-accredited laboratories, the company is looking to further expand service offerings in the clinical laboratory diagnostics market such as a laboratory-developed test (LDT) for COVID-19.
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