Technical Support Scientist

Technical Support Scientist - Leiden, Netherlands

About the Role:

As an in-house Technical Support Scientist based in our European offices in Leiden, Netherlands, you will be at the center of innovation that builds and maintains an optimal Customer Experience. As a key member of the Technical Support Team, you will assist in the development and continuous improvement of commercial processes and provide technical support to ensure that 10x customers are supported beyond their expectations.

What you will be doing:

• Work within the Contact Center to provide direct application support (product information, troubleshooting, complaint handling) to our Customers, Distributors, and Field Applications Team
• Log, track, manage and report on Customer issues using Zendesk and Salesforce databases
• Receive and manage Support enquiries through omni-channel support platform (phone, email, zoom)
• Work within the Escalation Process to get solutions from partners in R&D, Product Management, Quality, Manufacturing, Engineering as needed
• Participate in Support-related projects to develop and maintain databases, report on trends and quality
• Be the Voice of the Customer. Distill, quantify and actively represent Customer feedback to internal teams. Use your “Customer Perspective” to advocate for the User Experience

Minimum Requirements:

• Masters or equivalent experience in Biochemistry, Molecular Biology or Genetics
• Outstanding written, verbal communication, and interpersonal skills
• Experience in a customer facing role
• Strong analytical, problem solving and interpersonal skills
• Proficiency with MS Office and Google Suite (Mail, Calendar)
• Fluent business level English
• Willingness to travel up to 10%

Preferred Skills and/or Experience:

• PhD or equivalent experience in Biochemistry, Molecular Biology or Genetics
• Experience with single cell sequencing technologies
• Cell culture/Sample Prep, cell sorting, histology, in-situ or RNA-seq experience
• Working knowledge of Salesforce, Zendesk, Confluence, JIRA or equivalent
• Additional European language skills (French or German is preferred)

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