Dotmatics
scientific research
CustomerSupportAssociate
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Support Associate at Dotmatics. Skills: customer support, customer success, account management, problem-solving, communication. Own resolution of incoming and escalated support cases including basic product troubleshooting, license transfers, account setup, software installation and activation, quoting and order processing, and requests that require deeper investigation or judgment. Partner with Sales on compliance, quoting, and order processing for key accounts, when applicable”
What You'll Achieve.
CSAT as a primary measure of success; Maintain consistent, high-quality customer engagement at every stage of the journey measured against monthly and quarterly targets, where applicable; Surface customer feedback and product gaps to the Product team to influence roadmap priorities
Industry & Context.
solving complex problems; help bring structure to ambiguous situations; basic product troubleshooting; deeper investigation or judgment
fixed shift with agreed-upon work hours, handle escalations and support global customers for various products and SLAs in a timely manner, coverage and active engagement in a helpdesk-type working environment
What They're Looking For.
Must Have
5+ years of customer support, customer success, or account management experience in a software environment, Hands-on experience with Zendesk or a comparable support/ticketing platform, Demonstrated ability to manage customer cases end-to-end with clear written communication throughout, Background in sales support, account management, or customer success with a track record of building lasting customer relationships, Experience supporting technical or scientific software products, or the ability to get up to speed quickly on product and feature use cases, A remote work track record that shows reliable availability, proactive communication, and the ability to stay aligned and engaged with customers and distributed teammates in a helpdesk environment without being managed closely
Nice to Have
Experience working in a lab environment, Education in analytics, statistics, chemistry, molecular biology, bioinformatics, and/or genomics industry, Experience working alongside offshore teams or in a follow-the-sun support model
What You'll Do.
Own resolution of incoming and escalated support cases including basic product troubleshooting
software installation and activation
quoting and order processing
and requests that require deeper investigation or judgment
Partner with Sales on compliance
and order processing for key accounts
Work across multiple software products and support platforms
Collaborate with Finance
and Quality Assurance to drive timely
complete resolution of technical and account-level issues
thoughtful responses to complex customer situations and work with the team to determine the best path to resolution
Lead projects tied to payment collections
customer intelligence
and content campaigns that improve the customer experience
Track and actively manage the health of your customer accounts/engagements
with CSAT as a primary measure of success
high-quality customer engagement at every stage of the journey measured against monthly and quarterly targets
Surface customer feedback and product gaps to the Product team to influence roadmap priorities
Partner with QA on new feature testing
and cross-team communication for complex issues
Work with support partners and scientific subject-matter experts to identify and close gaps in support and training/knowledge base content
How You'll Work.
Team & Collaboration
Collaborate across Finance, DevOps, Product, QA, and Sales; Collaborate with Finance, DevOps, Product, and Quality Assurance to drive timely, complete resolution of technical and account-level issues; Work with the team to determine the best path to resolution; Consistent, proactive communication with teammates; collaboration sometimes includes an offshore team that depends on clear handoffs; stay aligned and engaged with customers and distributed teammates
Communication Scope
communicates clearly under pressure; clear written communication; proactive communication; clear handoffs
Process & Methodology
Lead projects tied to payment collections, customer intelligence, account data hygiene, and content campaigns
Full Job Description
Our Why At Dotmatics At Dotmatics, we believe science, data, and decision-making must be deeply intertwined for innovation to thrive. Our Portfolio includes Luma, LumaLab Connect, ELN Platform, Graphpad Prism, Geneious, SnapGene, Protein Metrics, OMIQ, FCS Express, LabArchives, NQuery, EasyPanel, MStar, SoftGenetics and Virscidian. We have a vision for a new Lab of the Future that will change the future of scientific research. We have created the world’s most comprehensive digital science platform – best-of-breed software applications already used by more than 2 million scientists, together in a single ecosystem united by a powerful, flexible enterprise data platform. This is not flat data buried away in digital graveyards. This is dynamic, multi-dimensional decision-making. Scientific enterprises need a new level of effectiveness to achieve tomorrow’s breakthroughs. Illness will not wait. The biosphere will not wait. We are tireless in our vision, because the time for innovation is now. Shaping the Future of Science At Dotmatics Our global team of more than 800 colleagues are dedicated to supporting our customers in over 180 countries. Together, with our scientific community of users, we accelerate scientific innovation in order to make the world a healthier, cleaner, and safer place to live. You’ll join a collaborative, global team pushing the boundaries of scientific innovation. Your ideas and efforts will have a tangible impact, accelerating scientific progress and discovery. We offer a dynamic, remote-friendly environment that fosters high integrity and collaboration, empowering you to excel. Dotmatics is a company built by scientists, for scientists. Combined, we are now the world’s largest cloud-based scientific research R&D platform. We need your help to keep growing and pioneering the future. We are Science Driven. We are Customer Centric. We are Better Together. What do we need We are looking for a Customer Support Associate to join our Customer Success Gr
Applying for this Customer Support Associate role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
ANONYMOUS · UNFILTERED
What do employees actually say about Dotmatics?
Real rants from real employees. Read before you apply.