Customer Support Specialist

Job Description

We are looking for a Customer Support Specialist to assist our customers with technical questions and issues when using our product.

Customer Support Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust.

Ultimately, you will help establish our reputation as a company that offers excellent customer support during all sales and after-sales procedures.

Key Responsibilities

• Respond to customer queries in a timely and accurate way, via chat or email.
• Identify customer needs and help customers use specific features
• Provide accurate, valid, and complete information by using the right methods/tools.
•  Coordinate immediate fixes for users with the support engineer team and follow up to ensure resolution.
• Gather customer feedback and share it with our Product, Sales, and Marketing teams
• Follow communication procedures, guidelines, and policies and maintain updated KPIs.

Qualifications & Skills

• B.Sc. in Life Sciences.
• Laboratory bench experience is a plus (preferably in the biotech/pharma industry).
• Excellent communication and problem-solving skills
• Multi-tasking abilities and being able to work both independently and in team settings
• Patience when handling tough cases
• Programmatic skills are a plus

Company Description

Labguru was founded to empower scientists with advanced technological tools. Its groundbreaking platform integrates ELN, LIMS, inventory management, automation, and informatics from different sources into one easy-to-use system, rendering it the ultimate lab operations and data management solution.

We apologize in advance for being able to reply only to shortlisted applicants.

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