Customer Support Specialist II

The Broad Institute•Burlington, MA

17h•Hybrid

About The Position

Broad Clinical Labs (BCL) at the Broad Institute of MIT & Harvard is dedicated to solving the world’s most challenging biomedical problems through continuous development and investment in cutting-edge technology and large-scale research projects that are both challenging and complex. BCL provides a range of research and clinical services, including CLIA-licensed and CAP-accredited genomic data generation and advanced genomic analysis, both for the Broad research community and for the rest of the world. A Customer Support Specialist knows how to get things done. This includes having excellent time management skills, attention to detail, and a willingness to work in a fast-paced organization with constantly changing priorities. This role focuses on delivering prompt, accurate, and courteous assistance to ensure a seamless customer experience. The individual in this role will triage technical questions, coordinate with laboratory teams on sample deviations, and help users navigate our platform effectively.

Requirements

Bachelor's Degree preferred, minimum of 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
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

Nice To Haves

familiarity with sequencing technologies and applications a plus

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.