Customer Support Representative (Life Sciences)

About the Position

We are seeking a Customer Support Representative (Life Sciences) to join our team in Wrocław, providing support to clients in the biotech and pharmaceutical industries. The role combines scientific knowledge from the field of life sciences with work in a technological environment and customer support. The person in this position will support system users, help solve problems, and collaborate with technical and product teams to ensure high-quality customer service in the international market.

• Wrocław (on-site implementation, after implementation, office work 1 or 2 times a week)

Responsibilities

• Handling customer requests (tickets) and providing responses through available communication channels.
• Providing customers with quick, comprehensive, and substantive information about the company's products and services.
• Analyzing reported problems and assisting users in resolving ongoing difficulties related to using the system.
• Collaborating with the technical support team (Support Engineering) in diagnosing and fixing errors.
• Monitoring the progress of requests and contacting the client until the problem is fully resolved.
• Working with Product and Development teams to report customer needs and improve products.
• Identifying customer needs and ensuring a high level of customer satisfaction.
• Adhering to company procedures, communication standards, and internal policies.
• Implementing and monitoring efficiency indicators (KPIs).
• Building long-term relationships with customers and ensuring high-quality service.
• Acquiring and developing knowledge about the company's products and their application in a laboratory environment.

Requirements

• Higher education in life sciences (Life Sciences) or a related field.
• Excellent command of the English language (near-native level).
• Strong customer focus and ability to build positive relationships.
• Highly developed communication skills.
• Analytical and problem-solving skills.
• Laboratory experience, especially in the biotechnology or pharmaceutical industry, is welcome.

We Offer

• B2B employment (paid leave)
• Hybrid work - 1 or 2 days in the office, the rest remotely (office in Wrocław)
• Multisport card
• International work environment and contact with clients from around the world.
• Opportunity to collaborate with scientists, research laboratories, and pharmaceutical companies.
• Opportunity to gain knowledge in laboratory systems, data management, and AI solutions for laboratories.
• Opportunity to develop competencies in customer support, customer success, and specialized software for the life sciences industry.

About the Company

Our company operates in the Life Sciences sector, developing modern software to support the work of research, biotechnological, and pharmaceutical laboratories. We are looking for a person who combines scientific knowledge with a technological environment and customer service skills to join our team.

Apply Now

For more information or to apply, please contact us at [email protected].