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 bothchallenging 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.

• 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.

• 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

• 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.