Customer Support Specialist

Summary

Join Qualio, a company empowering life science teams, as a Customer Support Specialist. You will ensure customer value by addressing product and technical questions effectively and timely. Engage with customers via email and chat, troubleshoot issues, and provide resolutions. Identify risks or opportunities in accounts based on interactions and share relevant information with team members. Maintain excellent relationships with the CSM Team, Product Management, and Development. Apply in-depth troubleshooting and debugging skills to identify root causes of issues. Help improve customer outcomes and experiences through training, process improvements, and product enhancements.

Requirements

• 3 years experience in a customer facing support role, ideally in SaaS B2B
• Ability to define problems, collect data, establish facts and draw valid conclusions
• Possess a strong people orientation with the ability to listen, work and resolve issues to achieve customer satisfaction
• Willingness to pick up new knowledge and general concepts of the technology used in and associated within a regulated environment
• Work independently and also in a team, with strong troubleshooting and diagnostic skills to find a resolution

Responsibilities

• Research, reproduce and lead complex support cases to resolution with a high sense of urgency and professionalism
• Maintain excellent relationships with CSM Team, Product Management and Development, ensuring all work is customer focused
• Apply in-depth troubleshooting and debugging skills to identify the root cause of issues
• Identify opportunities to improve customer outcomes and experiences through access to training resources, process improvements and/or product enhancements
• Identify risks and opportunities resulting from customer interactions and communicate to other team members as appropriate

Preferred Qualifications

Quality or Regulatory industry knowledge a plus

Benefits

• Competitive salary
• Flexible holidays
• Unlimited Time Off
• Professional development stipend
• Working space allowance / home office budget
• Opportunity to make a difference through helping life-saving products to get to market