Product Support Analyst

📋 Description

• Be first line contact to answer product questions and resolve issues.
• Become a Benchling product expert; troubleshoot and update knowledge articles.
• Coordinate on customer issues with internal teams until resolution.
• Document changing product knowledge in internal help articles.
• Deliver in-person or virtual trainings for customers and events.
• Lead internal Support projects to improve processes and elevate customer experience.

🎯 Requirements

• BS or MSc in Biology or related life sciences; required.
• Experience in a lab or research setting.
• Experience in a customer-focused role.
• Strong verbal and written communication; provide solutions.
• Strong organization and time management; prioritize requests.
• Empathy and diplomacy; elevate customer experience.

🎁 Benefits

• Equity offered.
• Hybrid work with on-site 3 days/week.
• Inclusive, equal opportunity employer.
• Training and development opportunities.