Customer Success Specialist
- Start: immediately
- Location: Framingham
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!Apply now
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).
Make sure 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
Manage 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.
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
Effectively demonstrates Eppendorf’s key competencies in the following ways:
Customer Focus - building strong relationships across the organization and delivering customer-centric solutions
Decision Quality - Making well-informed and timely decisions that keep the organization moving forward
Collaborates - Building partnerships and working collaboratively with others to meet shared objectives
Drives Results - Balancing competing priorities without comprising quality. Consistently achieving results with a sense of urgency.
Communicates Effectively - Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
Manages Ambiguity – Resourceful and resilient; operates effectively, even when things are not certain or the way forward is not clear
Instills Trust - Gaining the confidence and trust of others through honesty, integrity, and authenticity
Ensures Accountability - Holding self and others accountable to meet commitments
Cultivates Innovation - Creating new and better ways for the organization to be successfulApply now