Technical Support Specialist – Life Sciences

Job Duties

Customer & Sales Support

• Deliver clear, accurate, and solutions‑oriented technical support via phone, email, and live chat.
• Ensure all interactions reflect a high‑quality customer experience that strengthens loyalty and satisfaction.
• Provide application‑level support and troubleshooting for customers and field sales teams.

Operational & Technical Responsibilities

• Assist with quotations, order coordination, delivery tracking, and post‑purchase technical follow‑up.
• Track customer satisfaction and identify opportunities for continuous improvement.
• Communicate competitive insights and potential sales opportunities to Marketing and Field Sales.
• Provide feedback to Product/Production teams to support product enhancements.
• Participate in customer complaint investigations alongside R&D, Production, and other technical experts.
• Support and participate in customer and internal technical training sessions.

Process & Quality

• Contribute to the development and implementation of plans to strengthen technical services and capabilities.
• Ensure all activities comply with Quality Management System (QMS) and Information Security Management System (ISMS) requirements.
• Help ensure products and services meet regulatory standards, customer expectations, and established procedures.

Requirements

• Degree in Molecular Biology, Genetics, or a related Life Sciences discipline with 3–5 years of industry experience.
• Strong, hands‑on experience (minimum 3 years) with synthetic DNA and molecular biology techniques in a research lab setting.
• Preferred experience with IgG‑related workflows.
• Excellent communication and interpersonal skills with the ability to support diverse customer needs.
• Strong computer literacy, including Microsoft Office and Google Workspace; familiarity with CRM/ERP tools (e.g., Salesforce) is a plus.
• Experience providing remote technical support is beneficial.
• Willingness to work flexible hours to support customers across multiple time zones