Product Support Analyst
Benchling
Benchling seeks a Product Support Analyst to serve as the first point of contact for customer inquiries and technical issues. The role involves troubleshooting, product expertise development, knowledge base management, and cross-team collaboration to support scientists globally using Benchling's AI-powered R&D platform.
Responsibilities
- Serve as first-line contact for inbound product questions and technical issues from global customers
- Troubleshoot and resolve customer support tickets across web, chat, and email channels
- Create and maintain internal and external knowledge articles reflecting product changes
- Coordinate with internal teams including Product, Technical Account Managers, and Professional Services to resolve customer issues
- Deliver occasional customer trainings and support marketing events such as bootcamps and webinars
Requirements
- Bachelor's or Master's degree in biology, molecular biology, biochemistry, genetics, bioengineering, bioinformatics, or related life science field
- Lab or research experience; ability to empathize with scientist workflows and pain points
- Strong product knowledge development and troubleshooting skills
- Ability to communicate complex technical concepts clearly across multiple channels
- Proficiency with AI tools and willingness to integrate AI into daily problem-solving
- Capability to work collaboratively across internal teams and customer success functions
Vacancy posted 4 days ago
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