Customer Service Specialist
As a Customer Services Specialist you will help leading researchers to advance scientific knowledge by providing technical assistance, product training, and installation services for MBF Bioscience’s cutting-edge microscopy image analysis software and computer-controlled microscope systems.
Responsibilities
- Provide email, phone, and online remote support for some of the world’s top neuroscientists including software troubleshooting, hardware repair, installation, and service of computers and specialized microscopy products.
- Efficiently diagnose technical issues and determine appropriate corrective actions.
- Become an expert on MBF Bioscience’s software and hardware products and provide remote and onsite user training.
- Document interactions with customers and to continuously improve internal documentation to facilitate efficient operations and customer service.
- Assist with study design, analysis pipelines, and parameter optimization.
- Travel to customer locations for onsite installations of new systems, existing equipment relocations, or component integrations (roughly 5 days per month).
Job Requirements
- Strong analytical and problem-solving skills diagnose and resolve technical problems.
- Excellent customer care skills
- Experience in software use and/or support
- Detail oriented and familiar with customer relationship management (CRM) platforms to track and manage support requests and additional records.
- Contribute to a collaborative work environment
- Convey complex and technical information through written and verbal communication to all levels of the organization and to customers
- Entry level to multiple years of experience
- Strong appetite for knowledge
Desired skills
- Knowledge of neuroscience, image analysis, and/or basic microscopy experience
- Experience in installing and troubleshooting computer peripherals
- Experience with web app support, Docker, WAMP and/or LAMP application stacks including Windows/Linux, Apache, MySQL, and PHP
- Familiarity with basic networking concepts such as SSL/TLS, port communication, domain name resolution, and firewall settings (Windows and Linux preferred)
Educational Requirements
- Bachelor’s Degree in related technical or bioscience field