Customer Support Representative - Remote

Overview

We are looking for passionate customer support representatives to join our rapidly expanding team. You will be responsible for delivering concierge-level, white glove support to our customers and differentiating Twist Bioscience as a biotech industry leader. You’ll interact, support and build strong relationships with a wide range of sales staff including account managers, field application scientists and technical support specialists. You’ll also support a broad range of customers who are engaged in ground-breaking genetics research. Your goal is to achieve high customer satisfaction scores, drive loyalty to Twist Bioscience’s products, and reinforce the quality of our brand.

In Short

• Respond to and resolve product, service and order inquiries and problems via email, chat and phone.
• Process sales purchase orders by entering and validating the accuracy of the information provided by customers and sales staff.
• Provide information and guidance to help customers decide which product to buy.
• Stay current on the status of key account orders currently in the production pipeline.
• Generate sales quotes for sales reps within Salesforce quote to cash system.
• Provide guidance on Asia region import/export logistics and compliance (for Singapore position).
• Flexible work hours are preferred; will be supporting different time zones.
• Comply with applicable Quality Management System (QMS)/Information Security Management System (ISMS) standards.

Requirements

• Bachelor’s degree, preferably in life sciences or related field.
• 1-2 years work experience in biotech industry.
• 2+ years customer-facing experience.
• Excellent verbal and written communication skills.
• Attention to detail.
• Able to multi-task, prioritize, and manage time effectively.
• Strong computer skills, familiarity with G-Suite, preferably including Salesforce.

Benefits

• Competitive salary and bonus opportunities.
• Equity options.
• Generous benefits package.