Customer Support Specialist

Customer Support SpecialistGW DOC # G2023-04030Job Summary:We are seeking an experienced and knowledgeable Customer Support Specialist to join our team at Psomagen, Inc. As a leading company providing services for research and clinical projects in the multi-omics field over 18 years, we require a candidate with experience in the Next Generation Sequencing Service field and a strong track record in customer support. The ideal candidate will be responsible for providing technical support, resolving inquiries and issues, and maintaining positive relationships with client.Responsibilities:Provide exceptional customer support by promptly addressing customer inquiries and resolving issuesDevelop and implement customer support strategies and processes to enhance customer experience and satisfactionHandle escalated customer inquiries or complaints, ensuring timely and effective resolutionCollaborate with cross-functional teams to ensure a seamless and positive customer journey from order entry to post-sales supportMonitor customer feedback and analyze data to identify areas for improvementMaintain up-to-date knowledge of multi-omics services to effectively assist customersParticipate in training programs to enhance knowledge and skills for delivering excellent customer serviceTrack and report customer support metrics to managementQualifications:Bachelor's degree in biology, biochemistry, or related field (or equivalent experience)Minimum 3 years of experience in customer support, preferably in a technical or service-oriented industryWorking experience or knowledge of next-generation sequencing technologies and servicesExcellent written and verbal communication skills in EnglishStrong problem-solving skills and ability to handle difficult situations with customersAbility to work collaboratively with cross-functional teamsExperience in developing and implementing customer support strategies and processesProficiency in using customer support software and tools (e.g., CRM software, Microsoft Excel, Google Docs, Order Management Systems)BenefitsMedical, dental, and vision insurance (Monthly insurance premium is covered 100% by the employer)401K with immediate participation and company match after 1 yearCashable/Non-cashable time-off vacationLong-term employment cashable vacation2-hour off for an annual check-upMoney Gifts for congratulatory/condolencesWellness programsLunch allowance and drinkware reimbursementCompany Overview Psomagen, Inc., founded in 2004 in Rockville, MD, is at the forefront of genetic and genomic testing. The company offers cutting-edge genomic services through next-generation and Sanger sequencing with data analysis services for applications in basic research and clinic diagnostics. The service laboratory has been certified under the Clinical Laboratory Improvement Amendments (CLIA) and accredited by the College of American Pathologists (CAP), which demonstrates the highest level of quality and safety in the market.Listed on the KOSDAQ in July 2020, the company is rapidly expanding its business from B2B to B2C and from Research to Clinical markets. The company has broadened the capabilities in the healthcare space such as at-home kits for analysis of genetic traits and microbiome profiles. With CLIA-certified and CAP-accredited laboratories, the company is looking to further expand service offerings in the clinical laboratory diagnostics market such as a laboratory-developed test (LDT) for COVID-19.

Created: 2024-10-22