Technical Support Specialist, West

Job Description: Technical Support Specialist, West

The Top Line

Here’s the deal. We’re all about helping researchers break free from tools that just don’t cut it. Unleashing problem-tackling products that make a huge difference in the real science they do every day. That’s our mantra, our promise and we own it. Our tribe is different. We thrive on moving fast, taking risks, and persevering through failure. We embrace the unknown and we are happy to make mistakes. We are there for each other and we crave diversity because we know that building a truly diverse tribe will make us better at everything.

The Job

We are seeking a top-notch, Bay Area based, Technical Support Specialist to support and guide our customers. This is a hybrid job where you will work partly in our brand-new Pleasanton, California headquarters. This role is all about enabling customers to meet their research and development goals with Unchained Labs products, thereby making an oversized impact on customer and Unchained Labs success. You will need a blend of scientific expertise, customer service skills, and the ability to communicate complex information clearly and effectively to be successful. This is your rare opportunity to jump in at a scale up stage and play a huge role in something special!

Responsibilities

• Use scientific knowledge and technical problem-solving skills to provide uncommonly excellent customer service and make our customers happy! This involves responding to inquiries via phone, email, or in person, and offering clear, actionable solutions.
• Quickly triage and assign customer support inquiries to field-based engineers and scientists and escalate to product experts when appropriate.
• Accurately log support cases and maintain customer records within Salesforce CRM. This involves collecting and managing technical data related to product use and performance, ensuring that accurate records are kept for company use.
• Maintain a deep understanding of our products, including their scientific basis, applications, troubleshooting, and usage protocols. This is essential for providing accurate and effective support and guidance to our customers.
• Be a customer advocate – This involves collecting and analysing feedback from customers on product performance, usability, and other factors. Relay this feedback to our product support and quality assurance teams to help improve existing products and to guide the development of new ones.
• Ensure that all support activities and product usage adhere to our company and quality standards.
• Engage in cross-functional teamwork, collaborating with teams across the organization such as field service, quality, product support, order management, and sales to ensure a cohesive approach to customer support.

Qualifications

• Bachelor’s degree in a STEM field or equivalent industry experience.
• Self-driven and willingness to thrive in an environment of high-performance expectations.
• Strong lab equipment operator and troubleshooting skills.
• Excellent written and verbal communication skills.
• Ability to multitask and set priorities for customer caseload and projects.
• Based in the Bay Area California is strongly preferred.
• 1-3+ years of experience providing field service, technical support or similar technical role in industry or academic setting strongly preferred.
• Experience in hands-on laboratory work such as liquid handlers, automation workflows, PCR, microscopy, etc. preferred.
• Experience working with Salesforce or other CRM is strongly preferred.

Compensation

The US base salary range for this full-time position is $50,000 - $90,000. This salary range is an estimate, and the actual base salary may vary based on the Company’s compensation

practices. This role is also eligible for our annual bonus or commission program and comprehensive health and retirement benefit programs.