Product Support Analyst

Benchling · Customer Experience

Pay: $73K – $90K • Offers Equity
Where: San Francisco, CA
Posted: Sep 10

Benchling is building a world-class Customer Experience organization to drive the adoption of our solutions across our rapidly growing customer base. The Product Support Analyst plays a key role on the team supporting our customers and internal Benchling teams as they use Benchling to transform how their teams work together.

To be successful in this role, you must have the ability to quickly develop a deep understanding of our products, our customers, their science, and their R&D processes. You will leverage this knowledge to deliver timely and quality help to our customers. Your primary responsibilities include being the first line contact for all inbound product questions and troubleshoot issues for our global customer base.

What you'd do

Be the first line contact to answer product questions and resolve issues for all our customers (Enterprise, Premier, Standard), while deeply understanding scientist pain points for our global customer base
Become a Benchling product expert. Leverage this knowledge to assist in users through troubleshooting customer support tickets and creating and updating internal/external knowledge articles.
Collaborate with our internal teams to coordinate on customer issues through resolution
Document continuously changing product knowledge in internal help articles
Occasionally deliver in person or virtual trainings for customers and for marketing events (Benchling Bootcamps, Benchtalk, etc)
Participate in and lead internal Support projects to continuously improve Support processes and elevate our customer’s Support experience

What they want

BS or M.Sc. in Biology, Molecular Biology, Biochemistry, Genetics, Bioengineering, Bioinformatics, or similar life science field, required. This role is a great fit for recent graduates.
Experience in a lab or research setting. You empathize with scientists and can quickly understand complicated scientific concepts.
Experience in a customer focused role (job or internship).
Strong communication skills. You are an excellent verbal and written communicator. You can quickly evaluate a customer’s question or concern, apply or source knowledge and provide an impactful solution or response.
Strong organization and time management skills. You have the skills to balance competing requests and can prioritize them effectively.
Empathy and Diplomacy.
You always put customers first.
You can empathize with our customers and provide solutions to elevate their experience.
You can work through challenging client requests, set the correct expectations and provide appropriate corrective actions.
Autonomous and proactive. Outstanding self-starter approach with the ability to be successful in a rapidly changing environment.
Managing complex, multi-party issues involving customer IT and scientific teams
Communicating credibly about network, firewall, API and security topics
Navigating ambiguity, escalations, and long-running investigations with ownership and accountability