Customer Support Specialist II, Broad Clinical Labs

Broad Institute of MIT and Harvard is dedicated to solving challenging biomedical problems through cutting-edge technology. The Customer Support Specialist II role focuses on providing prompt and courteous assistance to customers, triaging technical questions, and coordinating with laboratory teams to ensure a seamless customer experience. Responsibilities Establish and maintain a high level of professionalism and positive rapport with our customers by providing solutions via email, phone, and other communication channels in a prompt, accurate, and courteous manner Conduct basic demonstrations of the ordering application for internal and external users, ensuring they understand how to use the platform and where to find helpful resources Identify and resolve routine customer questions regarding application functionality and troubleshooting Follow established workflows to escalate complex technical issues to appropriate internal teams (engineering, product, management) to ensure timely resolution Investigate incoming sample deviations and coordinate with customers and laboratory teams to resolve minor discrepancies and maintain sample flow Accurately document and report user feedback and recurring issues to senior members to assist in product improvement efforts Utilize and provide feedback on existing application manuals and troubleshooting guides to internal teams and customers Maintain positive working relationships with immediate internal teams, including Account Managers, Clinical Operations, and Lab Operations Proactively develop a foundational understanding of our genomic products and services to better assist customer needs by attending seminars, talks, and community events Perform other duties as assigned to support business needs and customer requirements Skills Exceptional organizational skills needed Excellent communication skills and the ability to interact professionally with all levels of staff and external contacts are required Ability to work both independently and as part of a multidisciplinary team Ability to maintain confidentiality Strong work ethic and willingness to take ownership of wide-ranging responsibilities Accuracy, great attention to detail, and excellent follow-through Excellent interpersonal skills, flexibility to accommodate different situations and requirements Must be able to work independently and take initiative Hybrid working conditions with approximately 1-2 days onsite per week required Must be able to cover the hours of 9am - 5pm, Monday through Friday Some weekend and holiday coverage will be required Bachelor's Degree preferred 1+ years of experience in a customer-facing support role, preferably in the life sciences or biotechnology industry Familiarity with sequencing technologies and applications a plus Benefits Medical, dental, vision, life, and disability insurance 401(k) retirement plan Flexible spending and health savings accounts At least 13 paid holidays Winter closure Paid time off Parental and family care leave Employee assistance program Company Overview The Broad Institute brings together a diverse group of individuals from across its partner institutions — undergraduate and graduate students, postdoctoral fellows, professional scientists, administrative professionals, and academic faculty. It was founded in 2003, and is headquartered in Cambridge, Massachusetts, USA, with a workforce of 1001-5000 employees. Its website is