Customer Support Associate

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take charge of resolving incoming and escalated support cases, which include fundamental product troubleshooting, license transfers, account setup, software installation and activation, quoting and order processing, as well as requests that necessitate in-depth investigation or judgment.

• Collaborate with the Sales team on compliance, quoting, and order processing for key accounts, as needed.

• Operate across various software products and support platforms.

• Work together with Finance, DevOps, Product, and Quality Assurance teams to ensure timely and comprehensive resolution of technical and account-related issues.

• Compose clear and thoughtful responses to intricate customer situations and collaborate with the team to identify the optimal resolution path.

• Lead initiatives associated with payment collections, customer intelligence, account data integrity, and content campaigns that enhance the customer experience.

• Monitor and actively manage the health of your customer accounts/engagements, with Customer Satisfaction (CSAT) as a primary success metric.

• Ensure consistent, high-quality customer engagement at every phase of the journey, measured against monthly and quarterly targets, when applicable.

• Elevate customer feedback and product gaps to the Product team to influence priorities on the roadmap.

• Collaborate with Quality Assurance on new feature testing, bug reproduction, and cross-team communication for complex issues.

• Work with support partners and scientific subject matter experts to identify and close gaps in support and training/knowledge base content.

⛳️ Requirements

• Over 5 years of experience in customer support, customer success, or account management within a software environment.

• Practical experience with Zendesk or a similar support/ticketing platform.

• Proven ability to manage customer cases from start to finish, with clear written communication throughout the process.

• Experience in sales support, account management, or customer success with a history of fostering enduring customer relationships.

• Familiarity with supporting technical or scientific software products, or the capability to quickly learn product and feature use cases.

• A history of remote work that demonstrates reliable availability, proactive communication, and the ability to remain aligned and engaged with customers and distributed teammates in a helpdesk setting without close supervision.

• Background in a lab environment, and/or education in analytics, statistics, chemistry, molecular biology, bioinformatics, and/or the genomics industry (optional).

• Experience collaborating with offshore teams or in a follow-the-sun support model (optional).

🏝️ Benefits

• [Details about benefits can be added here.]