Customer Site Support Technician coordinating biobank operations and anticipating customer needs. Performing tasks related to sample management and quality control at Princeton location.
About the role
- Technical Support Specialist focusing on design-related support for customers in a web app and SaaS environment. Collaborating with internal teams to enhance product adoption and customer experience.
Responsibilities
- Handle complex customer inquiries via chat and email, focusing on advanced use cases like design optimization, formatting challenges, export requirements, and “how do I achieve X?” scenarios
- Diagnose and resolve issues by:
- - Testing functionality within the product to replicate customer experiences
- - Gathering diagnostic information (screenshots, document links, duplicates as appropriate)
- - Utilizing session recordings and technical data when available
- - Leveraging internal tools to understand user and workspace context
- Articulate product capabilities and limitations clearly, offering creative alternatives when direct solutions are not available
- Categorize issues appropriately as user education opportunities, feature enhancement requests, or technical bugs, escalating through proper channels
- Document findings and create detailed escalation materials for product and engineering teams when necessary
- Ensure proper and timely escalation of issues to meet internal and external expectations
- Operational Excellence
- Maintain rapid chat response times while prioritizing comprehensive problem resolution
- Collaborate effectively with the rest of the support team and internal technical support for seamless case transitions
- Contribute to knowledge management by identifying documentation gaps, recommending internal knowledge base content, and surfacing patterns for AI training optimization
- Identify opportunities and recommendations for continuous process improvement
Requirements
- Curious and authentic, just like us! #beboldr
- An analytical and creative problem-solver
- Passionate about customer success and product adoption
- Proactive and self-motivated
- Comfortable experimenting inside the product to find solutions
- Strong at explaining workarounds and complex concepts clearly
- Amenable to working rotating shifts for 24/7 coverage
- YOU HAVE…
- At least a bachelor’s degree in any field you’re passionate about
- Customer support experience in SaaS environments, particularly in CX, onboarding, training, or enablement roles
- Excellent English communication skills
- Strong experimental mindset and creative approach to problem-solving
- Hands-on experience with AI tools and technologies
- Comfort with exploratory product testing and iterative troubleshooting
- Ability to translate complex technical concepts into accessible explanations
- Sound judgment regarding escalation decisions and independent problem-solving
- Experience with ticketing or chat-based support systems
- Preferred Qualifications
- Direct experience with creative, design, or content creation platforms
- Background supporting products with significant creation or editing components
- Proficiency with support platforms and workflows
- Experience documenting technical issues with clear reproduction steps
- Basic analytics and data investigation capabilities
- Interest in advancing AI-powered support capabilities while maintaining human expertise.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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