Software Customer Success Specialist

Would you like to work for a company who has made it its mission to make a contribution to improving human living conditions? With more than 3,600 employees worldwide Eppendorf is a leading Life Sciences company. We develop and distribute devices, consumables and services for use in laboratories worldwide. Our daily work is characterized by our principle: Collaborate on new ideas. You would like to be in an environment in which you can work efficiently? At Eppendorf you will be using your competencies to work on solutions for operational matters in a positive and affirmative working environment. You will be working closely with your team. You are also motivated by responsible tasks? Then apply now!

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Your challenges

  • Set up the solution by delivery of the services and products, get customers to master all the features
  • Manage customer's requests (functional and technical support)
  • Provide customers receive appropriate advice and support whenever needed
  • Build and obtain customer loyalty and keep our customers happy and engaged
  • Manage customer questions, reported bugs, and feature requests by responding and addressing in a timely manner
  • Deescalate issues submitted via Zoho (or via direct client communication) and turn any bugs or feature requests into tickets
  • Handle both direct and indirect customer support emails or phone calls promptly and effectively, escalating any issues to the Senior Product Manager or development team as needed
  • Be the voice of the customer and prioritize tickets that will have the highest client impact
  • Your expertise

    • College Degree preferred; and/or one to two years related experience and/or training
    • 1+ years’ experience in a customer-facing position, preferably supporting a SaaS product
    • Life science industry experience is considered an advantage


    Your benefits at Eppendorf

    • Competitive total rewards package including health, financial, and education benefits
    • Innovative and Collaborative corporate culture
    • Contribute to improving the human living condition
    • Work in brand new, state of the art office

    Apply now