Scientific Support Associate

POSITION SUMMARY 

The responsibilities of this position (Scientific Support Associate, SSA) are to respond to incoming technical inquiries and basic complaints by providing technical assistance on Protein Simple brand instrumentation, software, and applications, with a focus on first-class customer experience. Additional responsibilities will include maintaining technical resources and continual training to stay current on technical information for old and new products. Perform additional duties as assigned. 

ESSENTIAL FUNCTIONS 

• Answers and documents incoming customer inquiries by phone, email, and chat. Meets with customers via video conference – Teams, Zoom, Webex, etc., as needed. 

• Addresses inquiries on instrument and software operation, product selection, techniques, procedures, and performs simple troubleshooting. Initiates complaints and works with the appropriate team(s) to resolve.  

• Documents communications and resolutions in Salesforce (CRM, Customer Relationship Management Database). Provides adequate information to the Scientific Support teams to problem solve or to assist with resolution of issue. 

• Communicates with Scientific Support Team, Customer Service, Field Service and Applications, and Sales teams regarding ongoing cases and issues.   

• Documents information and recurring technical issues to support product quality programs and product development. 

• Assists Scientific Support in department functions/projects including but not limited to the maintenance of technical resources, training materials, and FAQs. 

• Supports Marketing and internal teams by providing Voice of Customer. 

• Initiates replacement orders if required by complaint. Is aware of Field Notifications and required actions.   

• Keeps up to date on current technology and use of product lines by attending seminars, reading current scientific literature, and using products in lab. 

• Keeps up to date with training and reading Standard Operating Procedures (SOPs). 

• Follows company policies and practices as outlined in Handbook and follows guidelines regarding safety as outlined in the AWAIR, Chemical Hygiene, and Exposure Control manuals in accordance with the job. 

• Performs additional duties as assigned. 

JOB SPECIFICATIONS 

Education and Experience: 

This position requires a minimum of a bachelor’s degree in Biological Sciences, Biochemistry, or equivalent with a minimum of 0-2 years of directly related or laboratory experience. Customer service or sales experience is preferred. A working knowledge of Microsoft Word and Excel are required. Must be able to type a minimum of 40 words per minute, >60 wpm preferred. Must be able to work in a fast-paced environment, multitask, and have good communication skills, both verbally and in writing. 

Knowledge, Skills, and Abilities: 

• Knowledge of the systems, processes, products, and applications in which these products may be used and the services of the company. 

• Ability to work with a variety of computer applications and quickly apply these tools to fulfill the duties of the job with respect to communications, documentation, data analysis and customer support. 

• Skills in establishing effective interpersonal relationships such as the ability to solicit key ideas and information. 

• Skills in problem solving and critical thinking, including the ability to identify and appropriately evaluate an alternative course of action. 

• Skills in verbal and written communication including technical writing and presentation, allowing the ability to communicate professionally across all layers of the organization, as well as with customers. 

• Ability to make effective decisions and execute an appropriate course of action considering all relevant variables. 

• Ability to negotiate by collaborating with others to arrive at a conclusion using compromise, persuasion, rationality, and diplomacy. 

• Ability to handle sensitive and proprietary information with discretion and confidentiality. 

• Ability to complete new assignments with a moderate level of written or verbal direction, and to act independently on routine assignments or projects with minimal verbal or written direction. 

• Ability to plan, organize, multi-task, and effectively prioritize tasks to complete assignments in an efficient manner. 

• Ability to pay attention to details and perform at a high-level accuracy. 

• Ability to work independently and with a team. 

• Ability to adhere to a daily login schedule to ensure sufficient coverage of all channels. 

• Knowledge of safety and company rules and policies. 

• Availability to work within our standard business hours (7:00 A.M. to 6:00 P.M. Central Time).