Customer Care Representative

What do we need

We are looking for a Customer Care Representative to join our team. As a key member of the Customer Success Group, this role will allow us to increase the overall value we provide customers by offering a higher level of customer support. The Customer Care Representative will take a proactive approach to building long-term relationships with customers but also being a key operational leader within the team, focused on ensuring we approach the customer experience for each product from an efficient and scalable way measured against key performance metrics.

While this role is remote, you will support our customers working in the Pacific Time Zone.

In this role you will get to

• Respond to incoming support requests that includes helping with transferring licenses, setting up new accounts, issuing quotes, processing orders and assisting customers and admins with installing/ activating their license
• Partner with Sales team to provide presentations and live demo support
• Work across multiple software products and support systems.
• Collaborate with product support, development, and QA teams on technical requests to ensure customer receives timely and complete resolution to their issue
• Craft thoughtful responses to key customer needs and collaborate with team on determining best path to resolution
• Manage side projects related to customer payment collections, customer intelligence, account data clean up, content campaigns and other tasks related to improving overall customer experience
• Identify, improve, and lead all aspects of the health of each of your customers (CSAT)
• Creating strong value-add engagement at every stage of the customer engagement journey, as measured by adherence to our engagement frameworks and monthly and quarterly engagement coverage targets
• Engage with our product teams to inform decisions around future feature roadmap based on customer needs
• Collaborate with QA to test new features, aid in bug fixes, and facilitate communication between teams for special issues. 
• Work with experts in each scientific discipline to fill gaps in content across training and support channels

We are looking for people who have at least 1-2 years providing customer support within a SaaS centric environment. You will be a quick learner and can work effectively in an ever-changing startup environment with a desire to support customers by pro-actively seeking out solutions for them. 

The key skills we are looking for in an ideal candidate are:

• Experience with Zendesk or similar ticketing systems
• Sales, account management or customer success/support, managing accounts
• Customer case management processes
• Working with customers of technical/scientific software products

You may also demonstrate:

• Working knowledge or education in analytics, statistics, chemistry, molecular biology, bioinformatics and/or genomics industry