Benchling is hiring a
Product Support Analyst

Summary

Join a cutting-edge software company that enables transformational changes in R&D processes and empower customers by solving hundreds of interactions through our multi-channel platform.

Requirements

• BS or M.Sc. in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, or similar life science field, required
• Some experience in a lab or research setting. You empathize with scientists and can quickly understand complicated scientific concepts
• Some experience working in software/technology/data modeling or analysis. Technical experience such as SQL, API integration, Python, etc. a plus
• Some experience in a customer focused role (job or internship). Support experience is a plus
• Strong communication skills. You are an excellent verbal and written communicator. You can quickly evaluate a customer’s question or concern, apply or source knowledge and provide an impactful solution or response
• Strong organization and time management skills. You have the skills to balance competing requests and can prioritize them effectively
• Empathy and Diplomacy. You always put customers first. You can empathize with our customers and provide solutions to elevate their experience. You can work through challenging client requests, set the correct expectations and provide appropriate corrective actions
• Autonomous and proactive. Outstanding self-starter approach with the ability to be successful in a rapidly changing environment
• Curious, creative, and tenacious. You are an advocate for customers and roll up your sleeves to help get any customer problem solved

Responsibilities

• Be the first line contact to answer product questions and resolve issues for all our customers (Enterprise, Premier, Standard), while deeply understanding scientist pain points for our global customer base
• Become a Benchling product expert. Leverage this knowledge to assist in users through troubleshooting customer support tickets and creating and updating internal/external knowledge articles
• Collaborate with our internal teams (Build, Product, Technical Account Managers, Customer Success, Professional Services) to coordinate on customer issues through resolution
• Document continuously changing product knowledge in internal help articles
• Occasionally deliver in person or virtual trainings for customers and for marketing events (Benchling Bootcamps, Benchtalk, etc)
• Lead internal Support projects to continuously improve Support processes and elevate our customer’s Support experience

Benefits

• Competitive salary and equity
• Broad range of medical, dental, and vision plans for employees and their dependents
• Fertility healthcare and family-forming benefits
• Four months of fully paid parental leave
• 401(k) + Employer Match
• Commuter benefits for in-office employees and a generous home office set up stipend for remote employees
• Mental health benefits, including therapy and coaching, for employees and their dependents
• Monthly Wellness stipend
• Learning and development stipend
• Generous and flexible vacation
• Company-wide Summer & Winter holiday shutdown
• Sabbaticals for 5-year and 10-year anniversaries