Customer Support Specialist

March 11

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Twist Bioscience

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Synthetic DNA for Health & Sustainability

Synthetic Biology • DNA • Biotechnology • Drug Discovery • Gene Synthesis

501 - 1000

Description

• Respond to and resolve product, service, and order inquiries and problems via email, chat, and phone by identifying the cause of the problem, collaborating with other stakeholders to develop a solution, presenting the solution to the customer, and following up to ensure the customer is completely satisfied. • Perform product order intake across product lines by working with customers to obtain the necessary information or format to get orders into production. • Onboard custom vectors by obtaining and verifying the necessary information from the customer and then designing an appropriate strategy for successful synthesis. • Provide information and guidance to help customers decide which product to buy, navigate and use the ecommerce website, and understand the status of their order. • Stay current on the status of key account orders currently in the production pipeline and provide proactive updates to internal stakeholders. • Generate sales quotes for sales reps within Salesforce’s quote to cash system. • Flexible work hours preferred; will be supporting different time zones. Two available shifts, Monday through Friday 6:00am – 3:00pm or 8:00am – 5:00pm.

Requirements

• Bachelor’s or Master’s degree in life sciences or related field and/or 3-4 years of work experience in biotech industry. • 2+ years of 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 Microsoft Office Suite and/or G-Suite, preferably including Salesforce and Zendesk.

Benefits

• Bonus • Equity • Generous benefits package