Technical Support Specialist - East Coast

Plasmidsaurus’ Technical Support Specialists serve as the first point of contact for our customers, delivering fast, consistent, and empathetic Tier 1-2 technical support to scientists in academic and research labs, and at biotech and pharmaceutical companies of all sizes. This position is a great fit for those with a background in biomedical sciences who are passionate about helping researchers succeed and thrive at solving problems. You will play a critical role in supporting our customers, and will help with any challenges, from troubleshooting technical issues, and monitoring sequencing processes to maintaining the highest quality and record keeping standards.

In this role, you can except to:

• Respond to customer inquiries via email and phone in a timely and professional manner balancing urgency and quality in your responses.
• Provide expert technical support for our sequencing services, quickly interpreting scientific information communicated by customers, and identifying their needs and the best path to solutions for their requests
• Utilize internal systems with meticulous attention to detail to ensure rapid and precise inquiry resolution.
• Monitor sequencing process outputs and troubleshoot inconsistencies to ensure high-quality results.
• Identify and escalate complex issues to the appropriate departments, collaborating directly with our laboratory technicians, bioinformatics specialists, and software teams.
• Maintain accurate records of customer interactions and support cases in our CRM system.
• Provide feedback to improve workflows, documentation, and overall customer experience.

You should bring:

• A Bachelor’s degree Biology, Genetics, Molecular Biology, or a related field
• Experience in DNA sequencing, genomics, or molecular biology techniques
• Some experience interacting with customers or users, ideally fielding high volume requests as the first point of contact.