Customer Support Specialist

Orgenesis, Inc.•Sunnyvale, CA

2d•$45,000 - $75,000•Hybrid

About The Position

Orgenesis is seeking a dedicated, customer-focused, and detail-oriented Customer Support Specialist to provide exceptional support to clients, healthcare partners, research institutions, vendors, and internal stakeholders. The Customer Support Specialist will serve as a primary point of contact for inquiries, service requests, and issue resolution while supporting the organization's mission of advancing cell and gene therapy solutions through its global POCare™ platform. The ideal candidate will possess excellent communication skills, strong problem-solving abilities, and a passion for delivering outstanding customer experiences in a fast-paced biotechnology and healthcare environment.

Requirements

High School Diploma or GED required.
Minimum of 2 years of customer service, customer support, call center, client services, or related experience.
Experience handling customer inquiries and issue resolution.
Proficiency with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
Experience using customer relationship management (CRM) software and ticketing systems.
Familiarity with virtual communication platforms such as Microsoft Teams and Zoom.
Strong data entry and record management skills.
Ability to quickly learn new systems and technologies.
Ability to work at a computer for extended periods.
Ability to communicate effectively via phone, email, and video conferencing platforms.
Ability to manage multiple customer interactions simultaneously.
Ability to work in a fast-paced, service-oriented environment.

Nice To Haves

Associate's Degree in Business Administration, Communications, Healthcare Administration, Customer Service, or related field preferred.
Experience working in healthcare, biotechnology, pharmaceutical, life sciences, or related industries preferred.
Bachelor's Degree in a related field.
Experience supporting healthcare providers, research organizations, or biotechnology clients.
Knowledge of customer success methodologies and service excellence practices.
Experience working in regulated environments.
Familiarity with quality management and compliance procedures.

Responsibilities

Serve as the first point of contact for customer inquiries via phone, email, chat, and support ticketing systems.
Provide timely, professional, and accurate responses to customer questions and concerns.
Assist customers with account-related issues, service requests, and general inquiries.
Ensure all customer interactions are documented accurately within company systems.
Deliver exceptional customer service while maintaining a high level of professionalism.
Investigate and resolve customer concerns promptly and efficiently.
Escalate complex issues to appropriate departments when necessary.
Track and monitor open cases through resolution.
Follow up with customers to ensure satisfaction and issue closure.
Maintain ownership of customer issues from initial contact through completion.
Communicate effectively with customers, healthcare providers, research institutions, vendors, and internal teams.
Provide updates regarding service requests, issue resolution, and project status.
Maintain professional and positive customer relationships.
Support customer outreach initiatives and communication campaigns.
Assist with customer onboarding activities.
Update customer account information and records.
Verify customer documentation and required information.
Support account maintenance and administrative requests.
Ensure customer records remain accurate and current.
Maintain detailed records of customer interactions and support activities.
Create and update support documentation and knowledge base articles.
Document recurring customer issues and recommend process improvements.
Ensure compliance with company documentation standards.
Collaborate with Operations, Finance, Clinical Operations, Research, Business Development, and Information Technology teams.
Coordinate with internal departments to resolve customer concerns.
Assist with process improvement initiatives to enhance customer experience.
Support implementation of new customer service procedures and systems.
Track customer support metrics and service-level objectives.
Prepare reports on customer inquiries, trends, and resolution activities.
Analyze recurring issues and provide recommendations for improvement.
Maintain accurate customer databases and support records.
Adhere to company policies and customer service standards.
Maintain confidentiality of customer, company, and partner information.
Support quality assurance initiatives and continuous improvement efforts.
Ensure compliance with applicable healthcare, privacy, and regulatory requirements.