Position Title: Customer Support Scientist

Location: South Plainfield, NJ or La Jolla, CA or South San Francisco, CA or Waltham, MA

Shift: Mon-Fri 12:00pm-8:30pm EST / 9am -5:30pm PST

Salary: $58,000

Training: New hire will participate in a three month training. Training will take place from 9:00 AM to 5:30 PM EST or 6:00 AM to 3:30 PM PST, depending on location.

Intro

At Azenta, new ideas, new technologies and new ways of thinking are driving our future. Our customer-focused culture encourages employees to embrace innovation and challenge the status quo with novel thinking and collaborative work relationships. 

Azenta Life Sciences is a global leader in the life sciences space with headquarters in Burlington, MA, and offices and operations worldwide. We are a market leader in automated bio sample management solutions and genomic services across areas such as drug development, clinical and advanced cell therapies for the industry's top pharmaceutical, biotech, academic and healthcare institutions globally.   We provide unparalleled capabilities with our lab analysis, sample management and storage services, informatics software, and consumables, with the largest installed base managing over 1 billion samples globally.

What You’ll Do 

• Review and report customer DNA sequencing data
• Monitor Quality of DNA sequencing data
• Communicate with customers by phone, e-mail, and live chat in a friendly and professional manner by answering phone calls and redirecting when necessary, responding to all e-mail inquiries by the end of the business day.
• Run reports for “watch list” customers and perform proactive follow-ups
• Follow up with customers who did not receive good results and provide technical troubleshooting
• Perform new customer follow up and “repeats works” analysis
• Assist with creating and completing internal projects to make the Technical Support team more efficient
• Mentor new members to the Technical Support team

What You Will Bring

• BS Degree in Biological Sciences required or related field required
• Excellent interpersonal skills; both verbal and written are essential
• Closely follow Standard Operating Protocol (SOP)

EOE M/F/Disabled/VET