Customer Support Specialist

Orgenesis is seeking a dedicated, customer-focused, and detail-oriented Customer Support Specialist to provide exceptional support to clients, healthcare partners, research institutions, vendors, and internal stakeholders. The Customer Support Specialist will serve as a primary point of contact for inquiries, service requests, and issue resolution while supporting the organization's mission of advancing cell and gene therapy solutions through its global POCare™ platform.

The ideal candidate will possess excellent communication skills, strong problem-solving abilities, and a passion for delivering outstanding customer experiences in a fast-paced biotechnology and healthcare environment.
Essential Responsibilities
Customer Support & Service

• Serve as the first point of contact for customer inquiries via phone, email, chat, and support ticketing systems.
• Provide timely, professional, and accurate responses to customer questions and concerns.
• Assist customers with account-related issues, service requests, and general inquiries.
• Ensure all customer interactions are documented accurately within company systems.
• Deliver exceptional customer service while maintaining a high level of professionalism.

Issue Resolution

• Investigate and resolve customer concerns promptly and efficiently.
• Escalate complex issues to appropriate departments when necessary.
• Track and monitor open cases through resolution.
• Follow up with customers to ensure satisfaction and issue closure.
• Maintain ownership of customer issues from initial contact through completion.

Communication Management

• Communicate effectively with customers, healthcare providers, research institutions, vendors, and internal teams.
• Provide updates regarding service requests, issue resolution, and project status.
• Maintain professional and positive customer relationships.
• Support customer outreach initiatives and communication campaigns.

Customer Account Support

• Assist with customer onboarding activities.
• Update customer account information and records.
• Verify customer documentation and required information.
• Support account maintenance and administrative requests.
• Ensure customer records remain accurate and current.

Documentation & Record Keeping

• Maintain detailed records of customer interactions and support activities.
• Create and update support documentation and knowledge base articles.
• Document recurring customer issues and recommend process improvements.
• Ensure compliance with company documentation standards.

Cross-Functional Collaboration

• Collaborate with Operations, Finance, Clinical Operations, Research, Business Development, and Information Technology teams.
• Coordinate with internal departments to resolve customer concerns.
• Assist with process improvement initiatives to enhance customer experience.
• Support implementation of new customer service procedures and systems.

Reporting & Data Management

• Track customer support metrics and service-level objectives.
• Prepare reports on customer inquiries, trends, and resolution activities.
• Analyze recurring issues and provide recommendations for improvement.
• Maintain accurate customer databases and support records.

Compliance & Quality Assurance

• Adhere to company policies and customer service standards.
• Maintain confidentiality of customer, company, and partner information.
• Support quality assurance initiatives and continuous improvement efforts.
• Ensure compliance with applicable healthcare, privacy, and regulatory requirements.

Required Qualifications
Education

• High School Diploma or GED required.
• Associate's Degree in Business Administration, Communications, Healthcare Administration, Customer Service, or related field preferred.

Experience

• Minimum of 2 years of customer service, customer support, call center, client services, or related experience.
• Experience handling customer inquiries and issue resolution.
• Experience working in healthcare, biotechnology, pharmaceutical, life sciences, or related industries preferred.

Technical Skills

• Proficiency with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Experience using customer relationship management (CRM) software and ticketing systems.
• Familiarity with virtual communication platforms such as Microsoft Teams and Zoom.
• Strong data entry and record management skills.
• Ability to quickly learn new systems and technologies.

Preferred Qualifications

• Bachelor's Degree in a related field.
• Experience supporting healthcare providers, research organizations, or biotechnology clients.
• Knowledge of customer success methodologies and service excellence practices.
• Experience working in regulated environments.
• Familiarity with quality management and compliance procedures.

Core Competencies

• Customer Service Excellence
• Professional Communication
• Active Listening
• Problem Solving
• Conflict Resolution
• Attention to Detail
• Organizational Skills
• Time Management
• Adaptability
• Team Collaboration
• Empathy and Relationship Building
• Accountability

Key Performance Indicators (KPIs)

• Customer Satisfaction Score (CSAT)
• First Contact Resolution Rate
• Average Response Time
• Average Resolution Time
• Customer Retention and Satisfaction
• Case Documentation Accuracy
• Service Level Agreement (SLA) Compliance
• Quality Assurance Scores
• Productivity and Case Volume Management

Physical Requirements

• Ability to work at a computer for extended periods.
• Ability to communicate effectively via phone, email, and video conferencing platforms.
• Ability to manage multiple customer interactions simultaneously.
• Ability to work in a fast-paced, service-oriented environment.

Benefits
Health & Wellness Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Prescription Drug Coverage
• Employee Assistance Program (EAP)
• Health Savings Account (HSA)
• Flexible Spending Account (FSA)
• Wellness and Mental Health Programs

Financial Benefits

• Competitive Base Salary
• Performance-Based Bonus Opportunities
• 401(k) Retirement Plan with Company Match
• Life Insurance Coverage
• Accidental Death & Dismemberment Insurance
• Short-Term Disability Insurance
• Long-Term Disability Insurance

Paid Time Off

• Paid Vacation
• Paid Holidays
• Paid Sick Leave
• Personal Days
• Bereavement Leave
• Jury Duty Leave

Professional Development

• Career Development Programs
• Professional Skills Training
• Tuition Assistance Opportunities
• Industry Certifications Support
• Leadership Development Opportunities

Work-Life Balance

• Flexible Work Arrangements
• Remote and Hybrid Work Opportunities (where applicable)
• Employee Recognition Programs
• Collaborative and Inclusive Work Environment

Working Conditions

• Fast-paced customer support environment.
• Frequent interaction with customers, healthcare organizations, business partners, and internal stakeholders.
• Occasional participation in company meetings, training programs, and customer service initiatives.

Equal Employment Opportunity Statement

Orgenesis is committed to maintaining a diverse, equitable, and inclusive workplace. All employment decisions are based on qualifications, performance, and business needs without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity, or any other protected characteristic under applicable law.