Job
Description
Key Responsibilities
The Technical Services Scientist will provide support to assist with customer case logging, triaging, and distribution. They will handle basic customer queries and provide technical information focusing on ONTs technology, analyze inbound technical emails, live chat, community, record cases in CRM system, determine case priority and escalation requirements, and triage between Customer Solutions Department as required
Qualifications/ Education - BSc or MSc degree in life sciences
Duties
Duties include, but are not limited to:
- Provide front-line technical support to customers on all aspects of the nanopore sequencing workflow: sample prep, library prep, sequencing, and data analysis with a focus on MinION and Mk1c family of products
- Troubleshoot complex problems, both independently and in consultation with the Technical Applications groups (TAS/FAS)
- Record and document relevant information from all technical enquiries from customer in the CRM system
- Deliver workshops, webinars and other training services offered by Oxford Nanopore Technologies Ltd when required in collaboration with the Technical Application Scientist team
- Support the onboarding, certification and maintenance of Distributor Accounts
- Determine case priority and triage between Customer Solution teams as required
- Escalate issues and feedback relevant product-related information to the internal teams for further analysis
- Work collaboratively with senior team members, and other departments as needed, to meet and exceed customer expectations
- Monitor and respond to live chat enquiries
- Maintain and nurture the Nanopore community, making sure all relevant and most up to date information are always provided to the users
- Maintain the Nanopore online videos and the FAQ section in the community
- Any other duties as might be required within the remit and responsibilities of the post.
Experience
- Proficient in use of Microsoft Office
- Technical competency to understand and clearly discuss fundamental theory and principles of experimental design, techniques and results; to stay current in technical knowledge; ability to troubleshoot and to provide information back to customers in a helpful, courteous, positive and professional manner
- Proven ability of effective written and verbal communication and listening skills
- Strong interpersonal skills with an ability to effectively communicate and project over the telephone.
- Strong commitment to customer service and satisfaction
- Ability to effectively work on and manage many priorities at one time
- Excellent troubleshooting, writing and editing skills
Ability to work effectively both interdepartmentally and internationally
Attitude/Other Requirements
- Has an approachable manner that encourages interaction with others
- Highly driven with a strong motivation to succeed