Customer Support Specialist II

Broad Clinical Labs (BCL) at the Broad Institute of MIT & Harvard is dedicated to solving the world's most challenging biomedical problems through continuous development and investment in cutting-edge technology and large-scale research projects that are both challenging and complex. BCL provides a range of research and clinical services, including CLIA-licensed and CAP-accredited genomic data generation and advanced genomic analysis, both for the Broad research community and for the rest of the world.

A Customer Support Specialist knows how to get things done. This includes having excellent time management skills, attention to detail, and a willingness to work in a fast-paced organization with constantly changing priorities. This role focuses on delivering prompt, accurate, and courteous assistance to ensure a seamless customer experience. The individual in this role will triage technical questions, coordinate with laboratory teams on sample deviations, and help users navigate our platform effectively.

Key Responsibilities

Customer Support & Engagement

Establish and maintain a high level of professionalism and positive rapport with our customers by providing solutions via email, phone, and other communication channels in a prompt, accurate, and courteous manner
Conduct basic demonstrations of the ordering application for internal and external users, ensuring they understand how to use the platform and where to find helpful resources.
Identify and resolve routine customer questions regarding application functionality and troubleshooting.

Technical & Operational Support

• Follow established workflows to escalate complex technical issues to appropriate internal teams (engineering, product, management) to ensure timely resolution.
• Investigate incoming sample deviations and coordinate with customers and laboratory teams to resolve minor discrepancies and maintain sample flow.
• Accurately document and report user feedback and recurring issues to senior members to assist in product improvement efforts.

Internal Collaboration & Growth

• Utilize and provide feedback on existing application manuals and troubleshooting guides to internal teams and customers.
• Maintain positive working relationships with immediate internal teams, including Account Managers, Clinical Operations, and Lab Operations
• Proactively develop a foundational understanding of our genomic products and services to better assist customer needs by attending seminars, talks, and community events
• Perform other duties as assigned to support business needs and customer requirements.

Minimum Qualifications

• Bachelor's Degree preferred, minimum of 1+ years of experience in a customer-facing support role, preferably in the life sciences or biotechnology industry; familiarity with sequencing technologies and applications a plus
• Exceptional organizational skills needed.
• Excellent communication skills and the ability to interact professionally with all levels of staff and external contacts are required.
• Ability to work both independently and as part of a multidisciplinary team.
• Ability to maintain confidentiality.
• Strong work ethic and willingness to take ownership of wide-ranging responsibilities
• Accuracy, great attention to detail, and excellent follow-through. Excellent interpersonal skills, flexibility to accommodate different situations and requirements.
• Must be able to work independently and take initiative

WORKING CONDITIONS

• Hybrid. Approximately 1-2 days onsite per week will be required
• Must be able to cover the hours of 9am - 5pm, Monday through Friday
• Some weekend and holiday coverage will be required

The Broad Institute will not support visa sponsorship for this position.

Pay Range: $70,000.00/yr - $94,000.00/yr

The expected base pay range for this position as listed above is based on a 40 hour per week schedule. Broad provides pay ranges representing its reasonable and good faith estimate of what the organization reasonably expects to pay for a position at the time of posting. Actual compensation will vary based on factors including but not limited to, relevant skills, experience, education, qualifications, and other factors permissible by law.

At Broad, your base pay is just one part of a comprehensive total rewards package. From day one, this role offers a competitive benefits package including medical, dental, vision, life, and disability insurance; a 401(k) retirement plan; flexible spending and health savings accounts; at least 13 paid holidays; winter closure; paid time off; parental and family care leave; and an employee assistance program, among other Broad benefits.

The Broad Institute is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, disability, protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

Should you need a reasonable accommodation to complete the application or interview process, please contact recruiting@broadinstitute.org for assistance.