Job description
The Scientific Technical Support Specialist will be responsible for providing best in class technical support and consultation to customers and Twist Bioscience’s field-based sales team. The position will specifically support Twist’s NGS Application Products.
What You’ll Be Doing:
- Provide clear, accurate, and solutions-oriented technical support via phone, email, and/or live chat to customers and field sales teams.
- Ensure customer interactions promote Twist’s brand and create high customer loyalty and satisfaction.
- Provide basic application support and perform troubleshooting for field sales teams and customers.
- Assist in the development and implementation of plans to improve technical services and capabilities while working towards corporate/individual revenue and customer allegiance goals.
- Effectively communicate competitive information and additional sales opportunities to Marketing and Field Sales.
- Provide feedback to Production personnel for product improvements.
- Track customer satisfaction and work to continually improve customer satisfaction.
- Facilitate and participate in customer complaint troubleshooting with the Development and Production teams and other technical experts.
- Participate and assist in technical training sessions, as needed.
- Each Twist employee is responsible for complying with applicable Quality Management System (QMS)/Information Security Management System (ISMS) standards in the execution of their daily activities and ensuring product or service meets regulatory requirements, customer requirements and the established QMS/ISMS policies and procedures.
What You’ll Bring to the Team:
- Ph.D preferred or Master’s degree in Molecular Biology, Genetics, or related Life Sciences degree with 3-5 years of industry experience.
- Requires an in-depth knowledge of synthetic DNA and molecular biology laboratory techniques; minimum of 3 years hands-on experience using NGS technologies
- Preferred Target Enrichment
- Must be able to communicate effectively with a wide variety of people and have strong interpersonal skills.
- Excellent computer skills using Microsoft Office and G-Suite; experience with Salesforce and Customer Relationship Management and Enterprise Resource Planning software a plus.
- Experience providing remote technical support a plus.
- Flexible work hours are a requirement, this role supports different time zones.
