Associate Customer Support Scientist

Job Title: Associate Customer Support Scientist I

Location: Remote

Intro

At Azenta, new ideas, new technologies and new ways of thinking are driving our future. Our customer-focused culture encourages employees to embrace innovation and challenge the status quo with novel thinking and collaborative work relationships.

Azenta Life Sciences is a global leader in the life sciences space with headquarters in Burlington, MA, and offices and operations worldwide. We are a market leader in automated bio sample management solutions and genomic services across areas such as drug development, clinical and advanced cell therapies for the industry's top pharmaceutical, biotech, academic and healthcare institutions globally. We provide unparalleled capabilities with our lab analysis, sample management and storage services, informatics software, and consumables, with the largest installed base managing over 1 billion samples globally.

How You’ll Make an Impact

This is an entry level, non-bench role that works closely with customers and the lab to effectively manage customers interactions with Azenta. The specific focus is on our Gene Synthesis and Cloning/Mutagenesis services. Under this role, you will work within our systems to identify the cause of an issue and can effectively address questions or concerns. Additionally, you will also advocate the client’s perspective to ensure excellent customer service.

Our Associates enjoy working in a fast-faced environment with daily deadlines. They are respectful to the sensitivity of our client’s projects and timelines and understand why the details are important. This translates into a constant drive for excellence in providing support to customers, meeting deadlines, and improving processes.

What You’ll Do

• Interacting with customers daily via phone, email, or live chat.
• Review and ensure accurate submission of general inquiry information for order/quote submission
• Provide consultation and troubleshooting for genomics services
• Monitor on time delivery of supported genomics services and provide customers with status updates
• Additional tasks and responsibilities as assigned by supervisor

What You Will Bring

• Strong critical thinking and problem-solving skills
• Excellent documentation and record keeping skills
• Highly motivated and well organized.
• Independent, detailed oriented, team player.
• Strong communication and interpersonal skills, both verbal and written.
• Closely follow Standard Operating Protocols (SOPs).
• Ability to multitask and meet deadlines in a fast-paced customer-oriented environment.
• Strong background in molecular biology preferred.
• Prior customer service experience preferred.
• BS in Biological Sciences or equivalent required.
• Ability to react to situations with a sense of urgency.

EOE M/F/Disabled/VET