Customer Care Representative

Our Why At Dotmatics 

At Dotmatics, we believe science, data, and decision-making must be deeply intertwined for innovation to thrive. 

Our Portfolio includes Luma, LumaLab Connect, ELN Platform, Graphpad Prism, Geneious, SnapGene, Protein Metrics, OMIQ, FCS Express, LabArchives, NQuery, EasyPanel, MStar, SoftGenetics and Virscidian.

We have a vision for a new Lab of the Future that will change the future of scientific research.

We have created the world’s most comprehensive digital science platform – best-of-breed software applications already used by more than 2 million scientists, together in a single ecosystem united by a powerful, flexible enterprise data platform. This is not flat data buried away in digital graveyards. This is dynamic, multi-dimensional decision-making.

Scientific enterprises need a new level of effectiveness to achieve tomorrow’s breakthroughs. Illness will not wait. The biosphere will not wait. We are tireless in our vision, because the time for innovation is now.

Shaping the Future of Science At Dotmatics 

Our global team of more than 800 colleagues are dedicated to supporting our customers in over 180 countries. Together, with our scientific community of users, we accelerate scientific innovation in order to make the world a healthier, cleaner, and safer place to live.

You’ll join a collaborative, global team pushing the boundaries of scientific innovation.  Your ideas and efforts will have a tangible impact, accelerating scientific progress and discovery. We offer a dynamic, remote-friendly environment that fosters high integrity and collaboration, empowering you to excel. Dotmatics is a company built by scientists, for scientists. Combined, we are now the world’s largest cloud-based scientific research R&D platform. We need your help to keep growing and pioneering the future.

 

We are Science Driven. We are Customer Centric. We are Better Together. 

 

What do we need

We are looking for a Customer Care Representative to join our team. As a key member of the Customer Success Group, this role will allow us to increase the overall value we provide customers by offering a higher level of customer support. The Customer Care Representative will take a proactive approach to building long-term relationships with customers but also being a key operational leader within the team, focused on ensuring we approach the customer experience for each product from an efficient and scalable way measured against key performance metrics.

While this role is remote, you will support our customers working in the Pacific Time Zone.

In this role you will get to

• Respond to incoming support requests that includes helping with transferring licenses, setting up new accounts, issuing quotes, processing orders and assisting customers and admins with installing/ activating their license
• Partner with Sales team to provide presentations and live demo support
• Work across multiple software products and support systems.
• Collaborate with product support, development, and QA teams on technical requests to ensure customer receives timely and complete resolution to their issue
• Craft thoughtful responses to key customer needs and collaborate with team on determining best path to resolution
• Manage side projects related to customer payment collections, customer intelligence, account data clean up, content campaigns and other tasks related to improving overall customer experience
• Identify, improve, and lead all aspects of the health of each of your customers (CSAT)
• Creating strong value-add engagement at every stage of the customer engagement journey, as measured by adherence to our engagement frameworks and monthly and quarterly engagement coverage targets
• Engage with our product teams to inform decisions around future feature roadmap based on customer needs
• Collaborate with QA to test new features, aid in bug fixes, and facilitate communication between teams for special issues. 
• Work with experts in each scientific discipline to fill gaps in content across training and support channels

We are looking for people who have at least 1-2 years providing customer support within a SaaS centric environment. You will be a quick learner and can work effectively in an ever-changing startup environment with a desire to support customers by pro-actively seeking out solutions for them. 

The key skills we are looking for in an ideal candidate are:

• Experience with Zendesk or similar ticketing systems
• Sales, account management or customer success/support, managing accounts
• Customer case management processes
• Working with customers of technical/scientif