- Remote, Canada
- Remote
- Full-time
- 5+ years
Provide technical and account-level support for Dotmatics software products, managing customer cases, escalations, and account relationships in a remote environment.
Responsibilities
- 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
- Work across multiple software products and support platforms
- Collaborate with Finance, DevOps, Product, and Quality Assurance to drive timely, complete resolution of technical and account-level issues
- Write clear, thoughtful responses to complex customer situations and work with the team to determine the best path to resolution
Requirements
- Nice to have: lab environment
- Nice to have: analytics
- Nice to have: statistics
- Nice to have: chemistry
- Nice to have: molecular biology