Twist Bioscience is hiring a
Customer and Technical Support Specialist in Europe

Summary

The Customer and Technical Support Specialist at SynBio will interface with customers to manage order fulfillment and service operations, focusing on Twist's product lines. They will assist customers in designing projects, resolve technical issues, collaborate with internal teams, handle customer inquiries, and work on internal projects to improve efficiency.

Requirements

• Minimum of B.S. in life science, biochemistry or molecular biology
• Strong experience in DNA handling, cloning and gene synthesis
• 5 + years of customer support in a Life Science Service Organization experience with strong focus on DNA. Knowledge in NGS is a plus
• Must be able to communicate effectively in writing and verbally in English (German or French a plus) with a wide variety of people and have strong interpersonal skills
• Demonstrated ability to solve problems and work effectively in a team environment
• Excellent computer skills using Microsoft Office and G-Suite; experience with Salesforce and Enterprise Resource Planning software a plus

Responsibilities

• Assists customers in designing their projects to match Twist’s complexity criteria and intaken through Twist’s eCommerce platform
• Works to resolve technical or product problems by identifying the cause of the problem during sequence submission or production, collaborating with the broader team as necessary to create and present solutions to the customer, and following up to ensure satisfactory resolution
• Collaborates with internal and commercial teams to drive on time fulfillment of orders and resolution of issues to meet or exceed customer expectations
• Establishes personal relations and serves as POC for defined customers/orders in close cooperation with the field team
• Maintains up to date knowledge of projects currently in the operations queue and provides updates to stakeholders on progress as necessary
• Handles product and order inquiries via email and chat with internal and external customers to provide direction or solution
• Provides information to assist customers in making a decision about which product to buy and how to set-up the sequences
• Works on internal projects to improve efficiency and processes