Remote Customer Support Specialist- Part Time & Full Time

About the role

Arctoris is a leading-edge biotechnology company at the intersection of data science, automation, and drug discovery. Headquartered in Oxfordshire, UK, we are dedicated to revolutionising early-stage research by partnering with biotechnology and pharmaceutical organisations to improve the speed, quality, and reproducibility of their work. We are currently seeking a diligent and empathetic Remote Customer Support Specialist to join our dynamic global team. This role is crucial in ensuring our partners receive outstanding service and technical assistance. Both full-time and part-time positions are available for candidates based in the United States. This is a fully remote role, offering the flexibility to work from home while contributing to groundbreaking advancements in science.

Responsibilities

• Serve as the primary contact for client enquiries, responding promptly and professionally via email, chat, and phone.
• Provide technical assistance and troubleshooting for clients using our proprietary research platform.
• Guide new clients through the onboarding process to ensure a seamless and positive experience.
• Escalate complex technical issues to the appropriate internal teams, such as data science or laboratory operations, and manage the issue through to resolution.
• Maintain detailed and accurate records of all client interactions and support tickets in our CRM system.
• Develop and maintain our knowledge base, including FAQs and support documentation.
• Proactively gather client feedback to identify trends and contribute to the continuous improvement of our services and platform.
• Build and nurture strong, long-lasting relationships with our partners.

Requirements

• Proven experience in a customer support, technical support, or client-facing role, preferably within a technology or SaaS environment.
• Exceptional written and verbal communication skills with a talent for explaining complex concepts clearly and concisely.
• Strong analytical and problem-solving abilities with a meticulous attention to detail.
• The ability to work independently and manage time effectively in a remote setting.
• Proficiency with helpdesk software (e.g., Zendesk, Intercom) and CRM platforms.
• A customer-centric mindset with a high degree of empathy and professionalism.
• A background or academic qualification in biotechnology, life sciences, or a related scientific field is highly desirable but not essential.
• Previous experience supporting clients in the pharmaceutical or research industry would be a significant advantage.

Pay

$25.00 - $30.00 USD per hour

Benefits

• A competitive hourly wage of $25.00 - $30.00 USD.
• The flexibility of a fully remote working arrangement.
• Options for both full-time and part-time employment to suit your lifestyle.
• An opportunity to be part of a pioneering company that is accelerating drug discovery through robotics and AI.
• A collaborative and forward-thinking work culture that values innovation and teamwork.
• Opportunities for professional growth and development within a rapidly expanding organisation.